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Call Center Training Manager

The Training Manager is responsible for the primary training activities of our Indianapolis-based Call Center. This includes needs assessment, process and documentation. The overall process and tools should take different learning styles and skill levels into consideration.

Continual improvement and scale are key to this position. Training needs will change as the Call Center procedures change and new functionality is added into the platform. The process and procedures for training will have to be maintained on a continuous basis.

How you will make an impact:

Build and manage the training program:

  • Create documentation and process control for training programs
  • Work varied shifts to complete initial training for all new CSRs
  • Run training programs at customer locations as needed

Maintain and grow the training program:

  • Work with Supervisors to identify training needs
    • Build training programs to cover the needs that are identified
  • Maintain training documents as the software and process change
  • Find new methods to help scale training and new CSR ramp up

Culture Fit:

  • Work in-person at our Indy office
  • Work holiday hours as needed through a rotating calendar
  • Travel to customer sites on a quarterly basis for relationship building and training meetings

We believe strongly in hiring individuals that align with our core values:

  • Honesty and Integrity
  • Goes above and beyond
  • Excellence in Communication
  • Critical Thinking
  • Noble Intent
  • Servants Heart

Represent these core values to co-workers, leadership, facility contacts and facility customers.

What you bring to the table:

  • A.S. or two years of college
  • Experience in a Training role in any industry
  • Experienced at creating and organizing training material
  • Experienced at conducting training sessions
  • Demonstrated ability to work with others to gather information or insight