Training Manager at Concentrix

Job Description

• The Manager I, Training assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation.
• This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue.
• Responsible for the overall direction, coordination, and evaluation of the department
• We’re looking for a Training Manager to lead our customer service and sales training function, with added responsibility for managing the On-the-Job Training (OJT) team and acting as a key liaison with clients.
• This role ensures that training solutions are aligned with both internal performance standards and client expectations. You'll drive quality onboarding, continuous development, and help translate business needs into practical learning outcomes.
• This role will be based our the Foreshore Contact Centre in Cape Town, you will be required to work a flexible shifts between the hours of 3pm to 1am (aligned to US working times)

Key Responsibilities:

• Training Program Management
• Design and deliver onboarding, upskilling, and refresher programs for customer service and sales teams.
• Create engaging training content using varied formats (presentations, role-plays, assessments, e-learning).
• Maintain and update training documentation and learning plans in line with business or client changes.

OJT Team Leadership

• Lead and support the OJT coaching team embedded in operations.
• Ensure daily check-ins, structured feedback, and consistent follow-through on learning objectives during OJT.
• Monitor trainee progress and readiness for live production, escalating concerns when needed.

Client Liaison

• Serve as the training point of contact for client engagements.
• Attend client meetings, report on training performance, and provide updates on onboarding progress or learning interventions.
• Align training delivery and outcomes with client-specific processes, quality standards, and expectations.
• Respond to client feedback or change requests, ensuring adjustments are implemented across training and OJT team.

Collaboration & Alignment

• Work closely with Operations, Quality Assurance, and Workforce teams to ensure smooth transitions from training to live floor.
• Participate in calibrations and cross-functional meetings to maintain alignment between training outcomes and operational performance.
• Communicate training insights, gaps, and trends back to stakeholders regularly.

Performance Monitoring & Reporting

• Track and report on training effectiveness using key metrics like training completion, QA results, and speed to competency.
• Analyze performance data to identify areas for improvement and recommend targeted learning solutions.
• Prepare and present internal and client-facing training reports with actionable insights.

Key Skills & Competencies:

• Strong knowledge of customer service and sales workflows
• Excellent facilitation, coaching, and presentation skills
• Confident in managing teams and building cross-functional relationships
• Strong client communication skills; able to represent the training function professionally in client forums
• Analytical and detail-oriented; able to turn performance data into clear actions
• Comfortable using LMS platforms, MS Office, and collaboration tools

Candidate Profile 

• Two years Training Management experience or the equivalent
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
• Strong attention to detail
• Ability to work a flexible schedule
• Occasional travel