Training Manager – Customer Service & Sales

About the role

Allied Global is looking for a strategic Training Manager to lead all training initiatives for Customer Service and Sales teams within its Lima BPO operation. You will design, deliver, and continuously improve onboarding and development programs that drive operational excellence and fast‑track new‑hire productivity.

Key responsibilities

• Lead the full training lifecycle for Customer Service and Sales campaigns, from onboarding to continuous learning.
• Design and implement New Hire Training (NHT) and nesting programs that achieve high graduation and readiness rates.
• Develop sales‑focused training modules covering objection handling, persuasion, and closing techniques.
• Identify performance gaps with Operations and QA teams and create targeted upskilling initiatives.
• Mentor and certify Trainers, QA Trainers, and Learning Specialists, ensuring high facilitation standards.
• Track and analyze training effectiveness metrics such as throughput, attrition, QA scores, and post‑training performance.
• Present training results and improvement strategies to leadership and international clients.

Required profile

• Bachelor’s degree in Business Administration, Psychology, Communications, Industrial Engineering, Education, or a related field.
• 3–5 years of experience leading training teams in BPO or call‑center environments.
• Proven experience managing bilingual Sales accounts and Customer Service operations.
• Advanced English proficiency (C1) and strong presentation skills for U.S. and international client interaction.

Required skills

• Advanced Excel for reporting and data analysis.
• Advanced English (C1) for effective communication.

What we offer

• Opportunity to shape training strategy for a fast‑growing BPO.
• Collaborative environment with international clients.
• Professional development and certification support.