Manager, Contact Center Education

4 weeks ago
Job ID
# of Openings
Contact Center
Full Time Regular


The Training Manager position is responsible for oversight of all of Matrix fundamental learning and development program aspects. The primary mission is to facilitate consistent implementation of L&D programs throughout the entire Matrix organization. This role will manage and lead the delivery, measuring and improvement of training programs across the organization including new hire orientation, leadership development and skill trainings for existing employees.


Organizational contributions

The Training Manager will be a major contributor to the Matrix organization as an instrument in the growth and development of all employees. This position will also manage and lead the delivery, improvement and measurement of training programs.

Interacts with

Primary interaction is with the Senior Director, Learning and Development, the L&D organization, and all Matrix departments. There is also high level of interaction with other leaders of the organization.      


  • Responsible for the oversight of all fundamental learning programs and objectives throughout the Matrix organization.
  • Manages and implements the L&D training programs for the entire Matrix organization.
  • Responsible for development, implementation and management of mentorship program for the entire Matrix organization.
  • Responsible for management of all L&D programs focusing on consistent delivery and implementation within Matrix.
  • Responsible for consistently improving and innovating programs aimed at strengthening Matrix employee engagement, retention, culture, mission, vision, and values.
  • Responsible for managing the facilitation of L&D programs within Matrix, including but not limited to the Training Specialist positions.
  • Responsible for development, implementation and management of focus groups throughout the organization in order to develop process improvement and employee growth.
  • Collaborates with L&D team on current and upcoming L&D training development opportunities.
  • Implements training, coaching, and other activities to promote workplace safety and security, wellness and work life balance, career development, and other topics as needed.
  • Other duties as assigned.


  • Must have a proven track record of providing excellent Member experience, while balancing the need for attention to details.
  • Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills.
  • Must be comfortable speaking to all levels of the organization including small or large audiences.
  • Must have solid understanding of training processes and practices for adults learning.
  • Strong ability to communicate complex issues in a clear and concise manner.
  • Must have strong research, problem-solving and decision-making skills ability.
  • Must be an independent self-starter.
  • Strong ability to study processes to develop efficiency improvement tactics.
  • Proficient in MS Office applications, including, Outlook, Word and Excel, SharePoint.
  • Must have intermediate computer skills and ability to learn new software programs and technology tools quickly.
  • Must be flexible to work within varying hours as needed to complete the tasks to support Matrix partners.

Education Requirements:

  • Bachelor Degree in Business Administration, Adult Education, related field, or equivalent experience
  • Minimum of 5 years of experience in Adult learning delivery, course design, development, implementation and/or measurement of curriculum programs.

Supervisory Responsibility: Direct supervision of department staff.


Travel Requirements: Frequent travel may be required.



Work Conditions: General office environment.


The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.


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