Premium Service Brands is a leading franchisor of home service brands committed to helping entrepreneurs build successful businesses while delivering exceptional service to customers. Our culture is built on collaboration, innovation, accountability, and continuous improvement. We invest in our people and provide opportunities for professional growth while making a meaningful impact across our family of brands.
The Training and Development Manager provides strategic leadership for all Contact Center learning and development initiatives. This position is responsible for designing, implementing, and continuously improving onboarding, training, coaching, quality, and documentation programs that drive employee performance, operational consistency, and exceptional customer service across Premium Service Brands.
Lead the design, implementation, and continuous improvement of all Contact Center onboarding and training programs.
Develop and facilitate instructor-led, virtual, and skills-based training for new hires and existing team members.
Oversee the complete onboarding experience, including training schedules, job shadowing, documentation, and coaching plans.
Design career development pathways supporting CSR progression into Senior CSR and future leadership opportunities.
Partner with Contact Center Leadership to identify training needs and deliver cross-training and refresher programs.
Lead the Brand of the Month initiative and coordinate collaboration with Brand Leadership.
Own and maintain all Contact Center training documentation, SOPs, quality standards, knowledge articles, FAQs, and learning materials.
Maintain World Manager learning content and ensure training documentation remains accurate and current.
Conduct recurring operational, quality, documentation, communication, and compliance audits.
Audit Team Lead documentation, Operations processes, Slack communications, and coaching activities to identify improvement opportunities.
Partner with Workforce Management, Systems, HR, and Brand Leadership to ensure operational consistency.
Provide regular reporting on onboarding progress, training completion, audit results, and development initiatives.
Support performance management through coaching documentation and developmental recommendations.
Analyze performance metrics and recommend process improvements that enhance quality, productivity, and customer satisfaction.
Provide operational support by assisting with inbound and outbound call volume as business needs require.
Perform additional duties and special projects as assigned.
Minimum of two years of experience in Training, Learning & Development, Call Center Operations, or a related leadership role.
Previous Contact Center experience required.
Experience developing and facilitating training programs.
Strong coaching, presentation, facilitation, and communication skills.
Excellent organizational, documentation, and project management abilities.
Proficiency with Microsoft Office and learning management systems; World Manager and Articulate experience preferred.
Primarily day shift, must have the ability to work occasional evenings, weekends, and holidays as business needs require.
Leadership
Training & Facilitation
Coaching & Development
Continuous Improvement
Quality Management
Communication
Collaboration
Customer Focus
Accountability
Adaptability
This job description is designed to provide a general overview of the position and its essential functions. It should not be interpreted as a comprehensive inventory of every responsibility, qualification, or work requirement. Premium Service Brands reserves the right to amend or modify this job destruction to support evolving business needs.
All candidates are subject to a criminal background screening as a condition of employment.
Equal Employment Opportunity Statement
Premium Service Brands is an equal opportunity employer committed to a diverse and inclusive workplace. We do not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
For accommodation requests or employment-related questions, please contact Human Resources.
