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Call Center Training Manager in Montego Bay at ACT

Date Posted: 12/21/2018

Job Snapshot

  • Employee Type:
  • Location:
    Montego Bay
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:

Job Description

We are looking for an experienced Training and Development manager to devise our organizational training strategy, oversee its implementation and assess its outcomes. The Training Manager will identify training and developmental needs and drive suitable training initiatives that build loyalty to the firm.

Training managers work across many departments to get employees up to speed in both their specific vertical, and the overall needs of the company. Training managers often have backgrounds in business, leadership, human resources, development and education. 

The Training Manager develops, establishes and implements training programs to increase the efficiency of the operations. They Manage the training programs of the call center/customer service operations.

Training Manager responsibilities include enhancing employees’ skills, performance, productivity and quality of work.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. The candidate is expected to perform other duties necessary for the effective operation of the department. 


•         Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
•         Draw an overall or individualized training and development plan            that addresses needs and expectations
•         Deploy a wide variety of training methods
•         Conduct effective induction and orientation sessions
•         Monitor and evaluate training program’s effectiveness, success            and ROI periodically and report on them
•         Manage training budget
•         Provide opportunities for ongoing development
•         Resolve any specific problems and tailor training programs as              necessary
•         Maintain a keen understanding of training trends, developments and best practices     

  • Proven work experience as a training manager
  • Track record in designing and executing successful training programs
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
  • Excellent communication and leadership skills
  • Ability to plan, multi-task and manage time effectively
  • Strong writing and record keeping ability for reports and train
  • Minimum of 1 yr. industry experience 
  • Proven track record of success in sales and/or sales training 
  • Must be processed oriented with the attention to detail and the function of detail 
  • Self-directed and independent with projects but works as a team player 
  • Compelling leadership abilities 
  • Excellent customer service and/or marketing training, to include facilitation skills 
  • Must be computer literate both in operation and in training delivery 
  • Persuasive interpersonal skills 
  • Participates in proactive team efforts to achieve departmental and company goals 
  • Strong oral and written communication skills 
  • Strong work ethic and a high energy level 
  • Strong administrative, organization and planning skills 
  • Mastery of the use of appropriate interpersonal social styles and methods to inspire and guide individuals towards goal achievement 
  • Pursuit of continuous improvement to improve, enhance or increase personal knowledge and skills that will assist in job performance 


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