Training Manager

About the Job

The Training Manager is responsible for designing, developing, and delivering training programs for customer support team members, managers, and other stakeholders. The Training Manager works closely with internal stakeholders and subject matter experts to ensure that training programs align with business needs and empower our customer service teams and staff members across departments to deliver exceptional customer experiences while staying ahead of the curve in a rapidly evolving tech-driven industry. The Training Manager has a strong understanding of and familiarity with adult learning in a remote environment. The Training Manager oversees a team of training specialists, and reports to the Head of Organizational Development.

Shift is 10.00 - 19.00 CET/CEST with Saturday and Sunday off.

Responsibilities

Training Strategy Development:

• Design and implement a robust, scalable training framework aligned with company goals and industry best practices.
• Innovate and modernize training delivery through the use of technology (such as AI-driven platforms, gamification, and e-learning solutions) to drive training engagement and retention of knowledge.
• Continuously analyze training effectiveness, identifying trends, areas for improvement, and introducing new learning methodologies and tools.

Program Management:

• Develop and lead new hire onboarding, product/service knowledge, and soft skills training for the whole company with particular focus on customer service teams.
• Create specialized training programs for upskilling, cross-skilling, and other targeted training initiatives.
• Collaborate with operational and support departments to ensure that training programs are in sync with business processes, technological advancements, and client requirements.
• Participate in the development and implementation of employee development programs.

Performance Measurement:

• Establish KPIs to evaluate training effectiveness and adjust programs to address gaps in employee performance.
• Conduct regular assessments and audits to ensure training content is accurate, current, and compliant with industry standards and client expectations.
• Continuously evaluate trainer performance to ensure top quality training delivery.

Team Management:

• Manage and mentor a team of trainers, ensuring high-quality facilitation and program delivery.
• Identify skill gaps and areas for niche skill development per trainer, and collaboratively create learning paths for professional and personal development.

About You

• Ability to work in thee EU Time Zone
• Bachelor's degree in a relevant field (e.g., Business Administration, Human Resources, Training and Development).
• Proven experience in developing and delivering e-training programs, preferably in an operations/customer service or BPO environment.
• Strong leadership and project management skills with experience overseeing teams and managing multiple initiatives simultaneously.
• Excellent communication and interpersonal skills, with the ability to collaborate across departments and communicate effectively with diverse stakeholders.
• Knowledge of instructional design, e-learning platforms, and LMS systems.
• Experience with data analytics and performance metrics related to training outcomes.

Preferred Skills:

• Experience in training using AI-driven learning platforms, gamification, or virtual reality.
• Certification in adult learning principles (e.g., ATD, CPLP, or other L&D certifications).
• Experience in managing remote or global teams is a plus.

Technical requirements

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload and Latency <200ms, internationally
• A minimum of 8 GB RAM  
• A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer
• An Intel Core i5-8260U or better/similar. 
• A smartphone usable for two-factor authentication that runs at least:
  • Android 8.0 or newer
  • Apple iOS 15.0 or newer 

What we offer: 

• The flexibility to work 100% remotely with no wasted commute time and travel costs 
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools and comprehensive training, with access to our library of online training courses
• Various learning and career development initiatives throughout the year
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few