Description
Title: Candidate Services Training Manager
Location: Onsite-Henderson, NV
Salary: $60K / annually
About PSI
Join Us at PSI - Where You Belong, Grow, and Thrive!
At PSI, we believe that people achieve their best when they feel they truly belong. That's why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.
We're proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you'll feel the difference in how we work, grow, and succeed together.
What You Can Expect From Us - We know that great work starts with feeling valued. That's why we've benchmarked all our roles against local market rates and why you'll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.
About the Role
The Candidate Services Training Manager is responsible for end-to-end workforce readiness across the Candidate Services department, encompassing recruiting support, interviewing, onboarding, training, nesting, coaching, documentation governance, and continuous capability development.
This role goes well beyond traditional training delivery. It plays a critical role in interviewing and onboarding new hires, ensuring Day 1 readiness, leading nesting and post-training coaching, and driving ongoing retraining for agents, tenured staff, and leadership. The role also owns the accuracy and sustainability of Call Center Instructions (CCI) and Standard Operating Procedures (SOPs), ensuring alignment with the Candidate Information Bulletin (CIB) and evolving business needs.
The Candidate Services Training Manager partners closely with Call Center Leadership, Recruiting, Quality Assurance, Operations, Global Candidate Services teams, and Engagement committees. This role is part of the call center leadership team and is expected to operate independently with minimal ramp-up.
This is a full-time, onsite role aligned with call center operating hours. Occasional flexibility may be required to support onboarding cycles, training initiatives, or operational needs.
Role Responsibilities
Recruiting, Interviewing & Onboarding
Own end-to-end recruiting for Candidate Services, including requisition support, interview facilitation, candidate evaluation, skills assessment, and onboarding readiness, in collaboration with Recruiting and Candidate Services Leadership.
Facilitate and represent the department at onsite and offsite job fairs, hiring events, and recruitment initiatives, as needed.
Lead and support Day 1 training, ensuring new hires are prepared to transition into nesting and production environments.
Training, Nesting & Coaching
Design, facilitate, and manage end-to-end new hire training programs for Candidate Services.
Own nesting programs, including structured coaching, performance monitoring, and feedback loops for all new hires.
Provide ongoing coaching and retraining for agents at all levels, addressing performance gaps, quality trends, policy changes, and system updates.
Develop and deliver training for new and existing leadership, supporting consistency in expectations, coaching practices, and operational execution.
Design and deliver training in both in-person and virtual/remote environments, ensuring consistent learning outcomes for onsite and work-from-home employees.
Content Management & Documentation
Maintain and audit Call Center Instructions (CCI) to ensure alignment with the client requirements and expectations.
Create, update, and govern Candidate Services SOPs, job aids, and reference materials, ensuring clarity, accuracy, and accessibility.
Lead training and communication efforts tied to process changes, new programs, system enhancements, or policy updates.
Quality, Global & Operational Partnership
Partner closely with Quality Assurance to identify trends, root causes, and training or coaching opportunities.
Partner with Global Candidate Services teams to support training efforts, including sharing updated documentation and ensuring consistency in candidate-facing processes across regions.
Design and deliver training for other internal teams as needed to ensure understanding of Candidate Services processes, policies, and workflows.
Serve as a subject matter expert for Candidate Services processes, systems, and workflows.
Partner with Operations and IT to ensure system access and training readiness for new hires and trainees.
Engagement & Continuous Improvement
Participate as an active member of the Engagement Committee, supporting initiatives that drive morale, retention, and employee experience.
Track training and coaching effectiveness using performance metrics, QA data, and employee feedback.
Continuously refine training materials, methods, and delivery to support scalability, consistency, and long-term success.
Foster a culture of learning, accountability, and professional growth across Candidate Services.
Knowledge, Skills and Experience Requirements
Bachelor's degree or equivalent experience required.
3-5 years of demonstrated, hands-on experience in a call center, customer service, or contact center environment.
Proven experience leading training, onboarding, nesting, coaching, and workforce enablement with minimal ramp-up.
Strong understanding of call center operations, performance metrics, and customer experience principles.
Demonstrated experience creating and maintaining SOPs, job aids, and instructional content.
Leadership experience preferred, including experience partnering with managers or serving as part of a call center leadership team.
Ability to influence outcomes and drive alignment without direct authority across teams and stakeholders.
Experience facilitating training in hybrid environments (in-office and remote).
Proficiency in Microsoft Office; experience with LMS or training platforms preferred.
Ability to quickly learn proprietary systems and adapt training accordingly.
Must be eligible to pass a U.S. Department of Defense (DoD) federal background check, as required for program access.
Benefits & Culture
Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose: ?
Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
Generous Time Off: Enhanced paid time off/annual leave policies
Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
US: Dental, vision, life, and short-term disability insurance
UK: Medical cashback plan including dental, vision, and income protection
Flexible Spending Accounts (US)
Employee Assistance Program (EAP): Confidential support whenever you need it
Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
Future Planning: Tools and support to help you grow personally and professionally
Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry
At PSI, we're more than just a workplace - we're a global team driven by shared values and real impact. If you're ready to be part of a company that's committed to your growth and well-being, we'd love to hear from you.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
