Program Training Manager

Position Summary The GCC Emergency Roadside Service (ERS) Call Center Program Training Manager is responsible for supporting and enabling growth for Customer Operations primarily related to Roadside Assistance. This role is business facing and will be responsible for designing, delivering and maintaining all training programs that support the performance, quality and readiness of ERS call center agents, shift leads and Supervisory roles. This role oversees onboarding, upskilling, quality assurance alignment, knowledge management, and certification programs to ensure agents can rapidly assess emergencies, prioritize safety, dispatch appropriate services, and deliver an exceptional customer experience under time‑sensitive conditions.

The Training Manager partners closely with Operations, Quality, Workforce Management, and Technology teams to ensure staff are equipped with the skills, tools, and information required to meet service‑level expectations (ETAs, speed to dispatch, accuracy, customer reassurance) in a fast-paced 24/7 workplace.

Key Responsibilities

Training Program Design &

- Delivery

- - Develop, implement, and maintain training curricula for new hires, cross‑training, and ongoing employee development.
- Deliver training using multiple modalities (live classroom, virtual instructor‑led training, e‑learning modules, simulations, call calibrations, and scenario-based workshops).
- Create job aids, scripts, knowledge articles, troubleshooting guides, and workflow documentation tailored to emergency roadside service operations.
- Conduct skills assessments, certification tests, and post-training evaluations.

Quality &

- Performance Alignment

- - Partner with Quality Assurance to identify skill gaps, design corrective coaching programs, and align training to QA scoring criteria.
- Review call trends, failure modes, dispatch errors, and customer feedback to proactively address recurring issues.
- Ensure training content reflects current safety protocols,



dispatch procedures, system updates, and partner/contractor networks.

ERS Operational Readiness

- - Maintain training standards that support critical ERS KPIs such as:
- Speed to answer
- Accurate problem identification
- Safety assessment and risk mitigation
- Accurate provider selection and dispatch
- ETA communication and customer reassurance
- Train agents on emergency protocols, incident escalation pathways, tow and repair partner requirements, and equipment types (e.g., light/medium/heavy-duty tow, tire service, lockout, fuel, battery).

Leadership &

- Collaboration

- - Lead a team of trainers and instructional designers (if applicable), ensuring consistent delivery and documentation.
- Work directly with ERS Operations Managers, supervisors, and shift leads to coordinate training schedules and staffing needs.
- Serve as the subject-matter expert on call handling protocols, escalation procedures, and customer experience standards.
- Support onboarding of seasonal or surge staff during high-volume periods.

Technology &

- Systems Support

- - Develop training for call center platforms including CRM, dispatch systems, mapping/locator tools, telematics integrations, and AI‑assisted workflows.
- Partner with IT/Product to validate system changes and update training materials prior to deployment.
- Manage learning management system (LMS) content, reporting, and compliance tracking.

Compliance, Safety &

- Risk Mitigation

- - Ensure all training meets industry, legal, and company standards regarding customer safety, privacy, and incident documentation.




- Reinforce safety-first protocols for assessing emergency scenarios involving unsafe locations, breakdown hazards, weather conditions, and vehicle risks.
- Maintain updated training on third‑party service provider safety requirements.

Required Qualifications

- - 5+ years of experience in call center training, quality, or operations; 2+ years in a supervisory or training leadership role.
- Experience in emergency roadside assistance, automotive services, dispatch, or a related safety‑critical environment.
- Strong instructional design skills and familiarity with adult learning methodologies.
- Experience with call center technology platforms (CRM, IVR, ACD, dispatch systems).
- Excellent communication, coaching, and facilitation skills.
- Ability to analyze performance metrics and translate data into actionable training strategies.

Preferred

- - Prior experience managing high‑volume 24/7 operations.
- Knowledge of vehicle systems, towing equipment types, and roadside service workflows.
- LMS administration experience.
- Certification in training or design (e.g., ATD, CPTM, APTD, or equivalent).
- Experience with process improvement methodologies (Lean, Six Sigma).

Key Competencies

- - Calm under pressure & crisis communication skills
- Operational awareness of ERS workflows
- Continuous improvement mindset
- Analytical thinking & data-driven decision making
- Strong coaching & interpersonal skills
- Adaptability in dynamic environments
- Cross-functional collaboration

Success Measures

- - Reduced average handle time (AHT) without sacrificing safety or empathy
- Improved first-call resolution and dispatch accuracy
- Higher QA performance scores across the agent population
- Reduced onboarding time-to-proficiency
- Improved customer satisfaction (NPS/CSAT) for ERS calls
- Reduced safety-related incidents and dispatch errors
- Effective change adoption during system updates or workflow changes

📌 Training Manager - ERS (Karnataka)
🏢 Bridgestone Americas
📍 Karnataka