Call Center Training Manager

DXC Technology • Nashville, TN

3d • Hybrid

About The Position

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com Leads end-to-end customer support center operations, managing teams of Associate Managers and analysts to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment. This role will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

Requirements

• Bachelor’s degree (Business, Technology, or related field preferred) or equivalent
• 5+ years of BPO/BPS Operations contact center experience
• 10+ years in a leadership role managing teams within contact center environment
• Experience in multi-channel support environments and contact center technologies

Nice To Haves

• Exposure to financial services / Life & Annuity BPS/BPO operations
• Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks)
• Familiarity with AI and automation tools for contact center optimization

Responsibilities

• Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards
• Drive measurable results across people, process, and technology pillars: People: Build, develop, and retain high-performing teams through coaching and performance management Process: Standardize, optimize, and continuously improve workflows to drive efficiency and quality Technology: Leverage tools, automation, and AI to enhance productivity and customer outcomes
• Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts
• Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams
• Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets
• Improve customer experience through data-driven insights, feedback loops, and root cause analysis
• Ensure adherence to regulatory, client, and internal compliance requirements
• Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines)
• Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability

Benefits

• Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
• We’re committed to fostering an inclusive environment where everyone can thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager