Training Manager

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Who We Are:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO.

At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Job Summary

The Training Manager will be responsible for designing and executing end-to-end training strategies that directly impact performance and business results across multiple campaigns, developing and implementing comprehensive training programs that enhance employee skills, knowledge, and performance. This role requires a strong understanding of learning principles and the ability to build effective relationships with stakeholders.

Key Responsibilities

• Lead training strategies aligned with business KPIs (QOH, CSAT, AHT, Sales, QA)
• Design and implement training programs (NHT, Nesting, Upskilling)
• Lead and develop trainers and training teams
• Conduct needs assessments to identify training gaps and develop targeted solutions
• Collaborate with key company leaders and stakeholders to create engaging and relevant content
• Manage budgets and resources to ensure efficient delivery of training initiatives
• Measure and evaluate program effectiveness, making recommendations for improvement
• Partner with Talent Acquisition & Operations to ensure hiring success

Required Skills and Qualifications

• Bachelor's degree in HR, Training, or related field
• 5+ years of experience in training or human resources
• Strong understanding of adult learning principles and instructional design
• Excellent communication, presentation, and interpersonal skills
• Experienced in handling a team of multiple Product Ready Trainers
• Proficiency in MS Office and learning management systems (LMS)

What's in it for you?

• Great base salary
• HMO Medical Insurance
• Dental Coverage
• Paid Vacation and Sick leave
• 13th-Month Pay
• Career & Leadership Development Training Programs
• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together!

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real

results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.