OVERVIEW

Designs, plans, and implements corporate training programs, policies, and procedures.
Researches new training techniques and suggests/implements enhancements to existing digital communications account training programs.
Leads and directs a team of Trainers and Assistant Trainers
Familiar with a variety of the field's concepts, practices, and procedures. This includes adult learning theories.
Relies on extensive experience and judgment to plan and accomplish internal and external goals.
Performs a variety of tasks to include administrative and needs for internal and external customers.

PRIMARY RESPONSIBILITIES

Successfully coach Trainers to meet KPIs and strengthen sales and customer service skills
Manage and coordinate client training (upskilling and refresher) e.g. content, trainer allocation, schedule roll out with Operations
Identify Trainers, Training Team Leads, SMEs (Trainers), SMEs (Nesting) to be certified in collaboration with departments heads locally and globally
Monitor, coaches, tracks and evaluate trainees performance throughout the duration of the training up to and including nesting before being endorsed onto the Production Floor
Manage the Co-ownership with Operations, of trainee performance 30 days after classroom instruction ensuring the Trainers receive regular feedback and corrective coaching
Develop, coach, mentor members of the Training Team creating development plans and providing performance feedback
Overall responsibility for all trainees while in training and nesting until successfully endorsed onto the production e.g. coaching, monitoring attendance, payroll questions etc. (including dismissal in conjunction with Human Resources)
Management of Training Administration and Reporting including but limited to, completion of Scorecard, Payroll, Peak Book, Mass Transfer form to Ops, Complete Class attrition report. Complete daily End of Day report (EOD). Follow up with Login requests. Test logins once received, Create Logins for Training Simulator.
Collaborate and partner with other departments e.g. HR, Talent Acquisition, Finance, IT, Operations, Customer Experience, Facilities, QA, WFM, PMO, Client Services and the Global Organization equivalents
As needed, assists in coordinating schedules with the Operations and other departments
Willing and able to adjust schedule to meet client needs and requirements
Audits and inspects documents and processes required by clients
Willing and able to travel up to 25% of the time (as needed)

QUALIFICATIONS

4-year degree in Operations or Education or a related discipline
At least 3 years of experience in a call center or similar business environment
Experience in managing digital communications accounts and lines of business (LOBs) in an Operations, QA or Training Department
At least 2 years of experience in managing and leading a training team
At least 2 years of trainer delivery experience
Experience in working within a Global Organization and working with multiple departments both local and overseas and international time zones
Understanding of e-learning techniques and adult learning principles
Strong organizational and administrative skills
Data metrics – experience in creating KPIs, SLAs and analyzing data
Significant experience in building, motivating and coaching employees
Proficiency in Microsoft Office Products (Word, Excel, PowerPoint, etc.)
Creative thinker and Solutions orientated
Ability to work within strict time frames and deadlines
Able to multi task in a fast paced environment
Outstanding written and verbal communication and interpersonal skills in a multicultural environment

Other

Flexible with schedule to accommodate working in a 24x7 environment and international time zones

INFORMATION CONSENT
By completing this application form/taking this call, you give your full and voluntary consent to the Company to collect your personal data and make use of it according to business requirements including transfer of such personal data to the Company’s authorized third party affiliates in order to conduct subsequent background checks in addition to all other personal information relating to you, made known to the company thru legal channels during the course of your application. Your personal data will be kept secure and confidential in accordance with company policy and relevant law, and will be regularly updated with your assistance, and you shall have full access to your personal data and continue to enjoy all your rights in connection to such data under the law. Do you agree?

I Agree the term above

Training Manager