Call Center Training Manager

ITCON Services

Vienna, VA

JOB DETAILS
SKILLS
Business Performance Management, Call Center Management, Call Center Operations, Call Centers, Contract Requirements, Customer Service Systems, Customer Support/Service, Customer Training, Facilities Management, Federal Contracts, Federal Laws and Regulations, Human Resources, Instructional Design, Leadership, Lean Six Sigma, Maintain Compliance, Onboarding, Operational Support, Project/Program Management, Quality Assurance, Record Keeping, Staff Training, Training Program, Training Program Development, Training Tools, Training/Teaching, Training/Teaching Curriculum
LOCATION
Vienna, VA
POSTED
30+ days ago
The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact Center (NCC).
This role ensures that Customer Service Representatives (CSRs), supervisors, and support staff are fully trained to deliver accurate, consistent, and high-quality customer service across all communication channels, while complying with DOL policies, federal regulations, and contract requirements.
  • Manage training program: Develop and oversee all training for contact center staff.
  • Design curriculum: Create and update training materials covering customer service, systems, and DOL programs.
  • Lead onboarding: Ensure new hires are fully trained and certified before handling live interactions.
  • Deliver ongoing training: Provide refresher and advanced training to improve staff performance.
  • Evaluate effectiveness: Measure training results and improve programs based on performance data and feedback.
  • Support operations & QA: Address skill gaps by aligning training with QA findings and operational needs.
  • Maintain records & compliance: Track training completion and ensure adherence to contract and federal requirements.
  • Oversee training resources: Manage trainers, facilities, and training tools.
Education
  • Bachelor's degree in Education, Business, Human Resources, or related field
  • Equivalent experience may be considered
Experience
  • 7+ years of experience in:
    • Training and development in a contact center environment
  • 3 5 years in a training leadership role
  • Experience managing training programs for:
    • Large teams (100+ FTEs)
  • Experience with:
    • Multi-channel contact center operations
    • Federal or regulated environments (preferred)
Certifications (Preferred)
  • Certified Professional in Learning and Performance (CPLP)
  • Instructional Design certification
  • Six Sigma / Lean

About the Company

I

ITCON Services

Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations.  We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.

As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs.  We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.

At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2008
WEBSITE
https://itcon-inc.com/