Training managers are responsible for creating modules, programs and training seminars for a specified number of people. These seminars are designed to develop and enhance the employee's customer relation skills, work ethics, and technical expertise. Usually, these seminars are for on-job trainees and new applicants. Training managers generally train an employee for preset schedule, which may last for a day, a month or six or more months, depending on the skills of the employee or the range of the seminar's topic. After the seminar, the training manager will pass on the employee to an assigned team leader
who will then be in charge of tracking the employee's performance. To be able to perform these tasks efficiently, a training manager must have an advance level of the following skills:
- Leadership Skills- training managers should be leaders by example. Their job involves monitoring an employee's progress during the training, and planning and suggesting measures that will further improve the modules and seminars that he conducts.
- Communication Skills- the basic nature of a training manager's work is to teach the employees how to properly handle the communications with their customers. His advice will not be credible if he himself does not treat his trainees well. He must be always accommodating and welcome to criticism, while always ready with a good observation and opinion.
- Mentoring Skills- to be effective as a training manager, you have to impart your knowledge in a manner that the trainees will easily absorb. Training people in the area of customer care requires well-developed skills in teaching and mentoring. It is also the responsibility of the training manager to inform the higher-ups of unruly employee members.
Training managers should themselves have undergone training on customer care, as well as years of experience in the field.
