Job Title:

Global Manager of Training and Development





Travel Required:

Travel May Be Required

Position Type:

Exempt, Full-Time

Reports To


General Objective

The objective of this position is to facilitate the training and professional development of VCloud’s Contact Center employees (Agents, Operations Supervisors, Quality Analysts, etc.) for all VCloud services across several vertical markets, including, but not limited to, pharmaceutical manufacturers and medical device companies.  When not actively training for a client program, you will work alongside the Operations Supervisor and Quality Analyst to ensure Call Center quality and compliance goals are achieved. 

Job Description

Primary Role and Responsibilities

  • Participate in the interviewing process for potential new call center employees and act as the primary point of contact with the recruitment team during the recruiting process.
  • Design and deliver self-study and instructor-led curriculum (both from scratch and/or using client provided materials), and help Operations Managers develop their team members through career development path plans, etc. 
  • Implement various learning methods to keep employees engaged throughout the employee life cycle (onboarding, initial program training, ongoing/refresher training, monitoring/coaching, job shadowing, etc.).
  • Excellent communication skills are essential to this position. 
  • Evaluate individual and organizational development needs.
  • Work with the client and program manager to develop various types of training and presentations as needed.
  • Collaborate with the Program Manager for client quarterly business reviews as well as other meetings, as needed.
  • Review customer activity, anticipating customer needs and assist in the improvement of overall customer satisfaction.
  • Work with the development team to build and maintain a database of training materials, acknowledgement forms, etc.
  • Be responsible for VCloud’s corporate training catalog and the assignment, registration of all VCloud training offerings.

Special Position Requirements

  • Ability to think strategically.
  • Demonstrated follow-through, problem solving and communication skills.
  • Pharmaceutical/Health Care/Managed care industry contact center experience a plus
  • Experience working within a team environment structure to support existing and prospective client needs.
  • Demonstrated history of effectively multi-tasking against competing timelines and resources.
  • Experienced in documenting process, training and offering strategic consultation
  • Effective verbal and written communication and listening skills
  • Strong visual and verbal presentation skills
  • Develop programs and curriculum for the employee of VCloud for orientation and in-job training
  • Analyze the effectiveness of training and workshops to the employees and develop appropriate modification if needed
  • Collaborate with the VCloud's management to identify training needs and schedule appropriate training sessions for employees


  • College degree preferred
  • Minimum of 10 years Call Center experience
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