Training Manager – US Telecom Programs

About the role

Foundever is seeking a Training Manager to lead the end‑to‑end training function for a large US‑based telecom program within its contact centre. The role ensures new hires, existing agents and leaders have the knowledge, skills and tools to deliver exceptional customer experiences.

Key responsibilities

• Develop and implement training strategies aligned with client requirements and business goals.
• Lead large‑scale training projects such as new account roll‑outs, pilot programmes, client migrations and wave launches.
• Conduct needs assessments, create training plans, timelines and allocate resources for new‑hire batches, cross‑training and upskilling.
• Oversee daily training operations across virtual and onsite classes, ensuring delivery quality and readiness metrics.
• Design, maintain and update training materials, SOPs, e‑learning modules and assessments in compliance with US telecom processes.
• Manage a team of Trainers, Training Supervisors/Leads and SMEs, providing coaching and performance reviews.
• Collaborate with Workforce, Operations, Recruitment and Quality teams to align training with performance gaps and staffing needs.
• Serve as primary contact for US clients and internal stakeholders, presenting results and recommendations.

Required profile

• Proven experience designing and delivering training programmes in a contact‑centre or telecom environment.
• Strong project‑management skills with ability to handle multiple large‑scale initiatives.
• Leadership experience managing trainers and subject‑matter experts.
• Excellent communication and stakeholder‑management abilities.
• Knowledge of US telecom regulations, tools and compliance requirements.

Required skills