Training Manager

About the role

The Training Manager oversees the delivery and operational execution of training programs across multiple lines of business for Conduent, a provider of critical mission services to Fortune 100 companies and governments. Acting as a bridge between strategic direction and frontline execution, the role ensures training aligns with business goals, quality standards, and client requirements.

Key responsibilities

• Manage day‑to‑day training operations across several lines of business, including new‑hire, nesting, up‑skilling, cross‑skilling and refresher programs.
• Coordinate schedules with Workforce Management, ensure trainer‑to‑trainee ratios, and provide logistical support.
• Supervise Training Supervisors and indirectly oversee all Trainers (Levels 1‑5), conducting monthly 1:1s and performance reviews.
• Monitor KPIs such as training NPS, certification pass rates, graduation rates, nesting productivity and early attrition, and analyze training impact on operational metrics (AHT, Quality, FCR, CSAT).
• Partner with Quality, Operations, HR, Recruitment and Talent Development to align hiring profiles, onboarding strategy and continuous learning initiatives.
• Generate weekly and monthly reports on trainer performance, class results and productivity trends, supporting business reviews and client audits.

Required profile

• Minimum 2 years experience as a Training Supervisor or equivalent leadership role in a BPO environment.
• Proven ability to manage multiple trainers, deliver results in a fast‑paced training operation and lead through influence across departments.
• Strong understanding of adult learning principles, training effectiveness models and coaching techniques.
• Data‑driven mindset with high emotional intelligence and excellent written and verbal communication skills.

Required skills

• Excel
• PowerPoint