Training Manager


Tennessee, Texas, or Virginia

The Christian Broadcasting Network (CBN), is seeking Training Manager to join our dynamic Contact Center team.  We are seeking a dedicated professional who is passionate about the mission of CBN and enjoys motivating and developing staff.

This position is responsible for managing the overall quality and effectiveness of training in the Contact Center, as well as the personnel of the Training Department. They will oversee the organizational training strategy by creating, implementing, assessing, and sustaining all trainings. They will supervise the Training personnel by motivating, improving, and coaching them to success in the training role. They will improve training processes and strategy through assessment, analysis, and research. This position will cast vision for the future of the Training Department and move the team in the direction of the goals that are set.  The Training department is also responsible for the design, development and implementation of a department-wide knowledge base that will support the agents in their interactions.

The successful candidate will have the following qualifications:

  • Proven work experience in a supervisory role, preferably in a training environment
  • Experience in designing and successfully implementing effective training programs for both on-site and remote learners
  • Proven work experience in a training environment, preferably in a Contact Center
  • Excellent leadership skills with ability to manage, motivate, inspire, train, and mentor a team to strategically deliver excellent results that support collective departmental goals in a call center environment 
  • Background in using multiple adult learning methods including but not limited to coaching, classroom training, distance learning, workshops, simulations, and mentoring
  • Strong ability to analyze and interpret performance data and training effectiveness
  • Exceptional ability to solve conflicts in a cordial manner while maintaining confidentiality 
  • Strong computer skills including familiarity with internet-based training and assessment software, as well as ability to quickly learn and implement new software 
  • Excellent time management and organizational skills 
  • Exceptional interpersonal skills and ability to establish rapport with outside public and CBN staff
  • Strong ability to communicate through verbal and written correspondence using multiple communication channels
  • Strong ability to maintain consistent punctuality and attendance with flexible daily hours worked based on the workload and training needs