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Main Responsibilities
* Lead, mentor, and develop a team of trainers to deliver high-quality learning experiences.
* Ensure trainers are equipped, prepared, and skilled to facilitate effective training sessions.
* Oversee trainer performance, providing coaching, feedback, and professional development opportunities.
* Manage training schedules to align with new hire onboarding, refresher courses, and ongoing development programs.
* Ensure the successful delivery of all training programs for Sales and Customer Support.
* Partner with Instructional Designers to ensure materials align with business objectives and operational needs.
* Identify gaps in training delivery and implement solutions to enhance effectiveness.
* Standardize training methodologies to ensure consistent knowledge transfer across teams.
* Work with Sales and Support leadership, QA, and WFM to analyze performance data and identify training needs.
* Develop targeted training interventions to improve sales conversions, customer satisfaction, and efficiency.
* Ensure that coaching strategies are aligned with quality standards and key performance indicators (KPIs).
* Implement post-training follow-ups to measure knowledge retention and on-the-job application.
* Work closely with Sales, Customer Support, WFM, and HR to align training initiatives with business objectives.
* Provide insights on training impact, agent readiness, and areas for improvement to key stakeholders.
* Ensure training programs support employee engagement, retention, and career progression.
* Support operational change management by ensuring teams are properly trained on new processes, policies, and tools.
* Establish training KPIs and success metrics to evaluate effectiveness.
* Utilize assessments, performance trends, and feedback loops to enhance training delivery.
* Keep training programs agile and adaptable to business needs and industry best practices.
* Implement strategies to improve training efficiency while maintaining high engagement levels.
Required Qualifications
* 4+ years of experience in training management.
* Proven experience leading and developing a team of trainers.
* Strong understanding of sales processes, customer service standards, and performance coaching.
* Excellent ability to analyze data and translate insights into actionable training strategies.
* Strong leadership, communication, and coaching skills.
* Experience collaborating with QA, WFM, HR, and Operations to drive team performance.
* Ability to manage multiple training initiatives and adapt to business needs.
Why Join Us?
* Lead a team of trainers to drive business success.
* Impact performance & customer experience through strategic training programs.
* Work in a fast-paced, high-growth environment where your leadership makes a difference.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Human Resources
Industries
Technology, Information and Internet
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