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 quick-paced 24/7 environment.





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 protoco

📌 Training Manager (India)
🏢 Bridgestone Americas
📍 India