Contact Center Training Manager

Peckham, Inc.•Lansing, MI

About The Position

The Contact Center Training Manager ensures the effective alignment of training delivery and materials with strategic business objectives for a complex contact center operation. This leadership role provides oversight for all training and development activities across geographic locations, focusing on high-quality communication, planning, resourcing, and execution of training programs. The Manager leads a team of Training Leaders and Trainers, ensuring consistency, accessibility, and excellence in training practices that support Peckham's mission and operational goals. As part of CCS, this role operates in service of our mission: delivering best-in-industry contact-center support, cultivating talent through structured job-training and coaching, and enabling positive human and community impact. We succeed when our customers are supported and our people develop the skills and confidence to advance.

Requirements

Bachelor's in education, Business, Organizational Development, or related field.
4 - 6 years of experience in training and development.
2 - 3 years in a people leadership role.
As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.
An industry-recognized, third-party certification related to training, facilitation, instructional design, or curriculum development, or documented completion of a structured professional development program in training and development.
Knowledge of learning management systems (LMS) and the ability to administer, track, and report on training completion, compliance requirements, and learner progress.
Skill in instructional design and curriculum development, including the ability to create, implement, and evaluate training programs using adult learning principles and instructional design tools.
Ability to deliver engaging presentations and facilitate training sessions for diverse audiences in both group and individual settings.
Skill in applying effective communication strategies to convey training content clearly, provide feedback, and collaborate with staff and stakeholders across departments.
Ability to analyze training data, evaluation metrics, and performance outcomes to inform continuous improvement and measure training effectiveness.
Ability to manage time effectively, prioritize competing tasks, and meet deadlines in a fast-paced training environment.
Skill in project management, including planning, coordinating, and implementing training initiatives while managing timelines, resources, and stakeholder expectations.

Nice To Haves

Master's in in Education, Business, Organizational Development, or related field.
2 - 4 years of experience leading training strategy in a contact center environment with direct reports across multiple locations.

Responsibilities

Oversee the development, implementation, assessment, and continuous improvement of contract training programs in our job training program across multiple sites.
Lead and manage regional/contract training teams, including Associate Managers and trainers, ensuring alignment with strategic goals.
Develop and maintain a comprehensive infrastructure of training materials, assessments, schedules, and planning tools.
Mentor and coach training staff to build capacity and ensure professional growth.
Apply accessibility and inclusive learning principles when developing and delivering training to support diverse learner needs, including individuals with visual impairments, language differences (e.g., Spanish-speaking learners), and varying learning styles.
Develop, implement, and facilitate instructional content that supports engagement and skill development for diverse learner populations.
Allocate training resources effectively to meet operational needs and stakeholder expectations.
Collaborate with cross-functional teams to integrate training with broader organizational initiatives.
Evaluate training and program effectiveness using performance data, learner feedback, and operational metrics to drive improvements.
Ensure training programs are inclusive, accessible, and compliant with contract and organizational standards.
Guide the development of instructional materials and facilitation strategies based on adult learning principles and accessibility best practices.
Lead the deployment of effective training programs, including scheduling, staffing, and logistics coordination.
Apply current learning and development methodologies to enhance training outcomes and ensure programs remain effective and up to date.
Represent the training department in strategic planning and organizational initiatives.
Maintain subject matter expertise in all training areas relevant to the contract, including handling customer contacts as instructed.
Ensure quality control of training content and delivery across all sites and or contracts.
Demonstrate respectful, compassionate, and service-oriented behavior when interacting with team members, staff, and other departments.
Comply with all policies and standards.
Maintain safe and clean work environment.
Promote Peckham’s vision values and services to all team members, staff, customers, and stakeholders.
Assist in maintaining organizational wide quality standards.
Regular and predictable attendance are required of this position to support the team and needs of the operations.
Other duties as assigned.
Develop a unified team that reflects Peckham’s culture and values, and fosters an environment of inclusion and belonging
Provide mentorship and coaching to a team across multiple sites