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Call Center Training Lead

VXI Global Solutions is a leading provider of business process and information technology outsourcing offering comprehensive services to its clients. Our company specializes in contact center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. Headquartered in the United States, VXI employs 23,000 people around the world including locations in China and the Philippines. At VXI, we are guided by our Values of Excellence, Integrity, Teamwork, Agility and Inventiveness.

Job Description

Call Center Training Lead Overview:

The Training Lead is primarily responsible for leading and developing a team of Trainers and Training Subject Matter Experts.

Responsibilities include:

• Experience with new hire speed to competency and employee engagement techniques

• Researches new training techniques and suggests enhancements to existing training programs to Training Manager

• Performs a variety of tasks to include administrative, payroll, client scorecards, data reporting and additional training needs

• Reports to Training Manager

• Successfully coach and develop Trainers to meet performance metrics, graduation through- put, and employee engagement

• Monitor and evaluate training program’s effectiveness and success and provide client feedback for curriculum and new hire improvements

• Audits and inspects documents, programs and processes required by client

• Coordinate and plan up training classes in a fast paced environment

• Monitor and track new hire attrition, partner with HR for feedback and new hire skill improvement

• Facilitate new hire and up training classes as needed

   

   

   

  To be successful, you must demonstrate:

• Minimum of 2 years of experience in the field, preferably in a call center and new hire training programs

• Skilled in Microsoft Office products to include Word, Excel and PowerPoint

• Flexible with schedule (morning and nights) to accommodate working in a 24x7 environment and international time zones

• Ability to partner and communicate with Site Director and Operation Teams

• Experience in planning, multi-tasking and managing time effectively

• Strong verbal and written communication skills in a multicultural environment

• Able to travel up to 25%

   

   

   

  The Education/Experience required:

• 3+ years call center training experience preferred.

• High School Diploma/GED

• College degree preferred (Adult education a plus)

   

  This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

   

   

  Job Type: Full-time

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