Service Training Manager

📄 Job Description: Service Training Manager

Position Overview

The Service Training Manager is responsible for designing, implementing, and managing training programs that enhance customer service quality and employee performance. This role ensures that service teams are equipped with the skills, knowledge, and tools to deliver exceptional customer experiences and meet organizational standards.

Key Responsibilities
• Training Program Development
• Design and deliver training modules focused on customer service excellence, communication, and product knowledge.
• Develop onboarding programs for new service staff and refresher courses for existing employees.
• Continuously update training materials to reflect new policies, technologies, and customer expectations.
• Performance Management
• Assess training needs through performance evaluations, customer feedback, and service metrics.
• Monitor and measure the effectiveness of training programs using KPIs and feedback surveys.
• Recommend improvements to enhance service delivery and customer satisfaction.
• Leadership & Collaboration
• Work closely with HR, operations, and customer service leadership to align training with business goals.
• Mentor and coach service staff to build confidence and competence.
• Lead workshops, role-playing sessions, and simulations to reinforce learning.
• Compliance & Standards
• Ensure training programs comply with industry regulations and company policies.
• Promote adherence to service standards and ethical practices.

Qualifications
• Bachelor’s degree in Business Administration, Human Resources, Education, or related field.
• Professional certification in training, learning & development, or customer service (e.g., CPTD, CTT+) is an advantage.
• 3+ years of experience in service training, customer service management, or learning & development.
• Strong knowledge of adult learning principles, instructional design, and training technologies.
• Excellent communication, facilitation, and leadership skills.

Competencies
• Strong presentation and coaching abilities.
• Analytical mindset with the ability to measure training impact.
• Creativity in designing engaging training experiences.
• Ability to manage multiple projects and deadlines.