Careers At HGS

Training Manager

Job Code : HGS/953

Job Description


In this dual role, the Training Manager is accountable for all actions taken to ensure that contact standards and training procedures are adhered to and enhance the agent and client experience. Working with our trainers, the Training Manager will support the company Culture beginning in the classroom and through incubation for new hires. The incumbent will work with our Site Directors to support, maintain and improve their sites results and will supply reporting data and statistics to maintain reporting requirements. The Training Manager will also work with site Trainers to maintain the company Culture and do direct coaching to support or enhance trainer skill sets.



This position reports to Senior Manager, Training and Quality.



• Provide strong leadership, development and coaching for Trainers

• Review training needs and assign personnel appropriately

• Act as Hiring Manager in partnership with HR in the recruitment and selection process of Trainers

• Conduct performance reviews with the Trainers to confirm that the team is meeting set targets

• Ensure all daily/weekly/monthly reporting is distributed to the applicable Managers

• Work with the trainers to review training guides and existing curriculum to support any changes that will have a positive impact on business results and employee retention

• Contribute to the corporate defined training process using Change Control methodology as set out by the client

• Contribute to Training by making suggestions to corporate training of opportunities that may enhance training programs

• Use the corporate defined training process (analysis, design, deliver, assessment and validation) in meeting the day to day training requirements of the site

• Carry out needs analysis of graduated agents from training to confirm the learning process met their needs to be successful in their job

• Measure trainers’ success based on quality results at the end of an agent ICU period (30 days on the phones)

• Ensure the training teams are scheduling, facilitating and reporting on new hire successes or challenges

• Perform program reviews for the purpose of assessing the success of participants and the program

• Instill procedures that guarantee all hardware, software, and training facilities are secure and well maintained and give new hires a great first impression

• Monitor Training results through statistic tracking and root cause analysis and prepare detailed reporting for weekly management business review

• Attend client meetings (internal & external) and interact as required

• Travel between multiple locations where teams will be located to support and manage results

• Maintain Trainer employee engagement in multiple facilities


The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.



• Minimum of 3 years contact center operational experience

• Minimum 3 - 4 years of training experience and 1 - 2 years of leadership experience

• Strong interpersonal, organizational and leadership skills

• Ability to build and lead a team to perform at superior levels of consistency

• Ability to travel between multiple sites as required to maintain team and client expectations

• Proficient in Microsoft Word, Excel, and PowerPoint

• Exceptional oral, written and time management skills

• Knowledge of curriculum development process

• The ability to deliver enthusiastic, high energy presentations

• Flexibility to work in a 7 day - 365 day work environment

• Bilingualism is a definite asset (English/French)

• Adult Education Certificate considered an asset

• Satisfactory Criminal Record Check required (Credit check may also apply)

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