Customer Service Training Manager

About the role

The Customer Service Training Manager oversees all training needs across the managed portfolios, ensuring high‑quality delivery and effective post‑refresher outcomes. The role drives cost and turnaround‑time reductions through targeted training initiatives and coordinates closely with operations, quality, and hiring teams.

Key responsibilities

• Identify and manage training requirements for all portfolios, maintaining quality and post‑refresher effectiveness.
• Lead training initiatives aimed at cost and TAT reduction, and ensure SOP compliance.
• Plan and adjust schedules to handle transitions, ramp‑ups, and meet deadlines.
• Mentor, coach, and develop trainers, conducting regular reviews and calibrations.
• Coordinate with transition, operations, quality, and hiring functions on process requirements.
• Meet all agreed SLA’s for the team and process, and drive quality metrics.
• Review and revise training materials according to instructional design standards.
• Build and maintain an excellent training delivery team.

Required profile

• Fluent in Khmer and English.
• Excellent communication, analytical, and interpersonal skills.
• Strong problem‑solving, mentoring, and decision‑making abilities.
• Leadership, strategic thinking, and business development experience.
• High initiative, ability to manage ambiguity and multitask in a dynamic environment.