Training Manager Jobs

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• Work with Trainers to create a robust TNI / Refresher plan to improve agent performance within classroom training, live or remote environments
• Select, lead and evaluate Trainers and provide feedback to improve performance and facilitation
• Develop implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives
• Preparing & leading function and business reviews – Internal & Client
• Provide day-to-day leadership and oversight for a team of multi-language Trainers to enable effective training delivery
• Motivate and mentor the team to deliver against KPI’s as per clients’ requirements
• Manage escalations with required inputs to client and feedback to own team and senior management
• Identify projects to improve training effectiveness for new hires impacting throughput, attrition & other key deliverables
• Able to develop a flexible team structure, ready to adapt and complement delivery using technology, mobility and cross-skilling capabilities
• Monitor training metrics effectiveness and overall success of programs, and incorporate feedback from evaluations, reports and KPIs to improve future programs and delivery methods

Requirements

• Familiar with process evaluation
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Experience in building and initiating any programs for learning and development process
• Experience in the BPO / SSC industry with exposure to global leading brands/clients is a must
• Flexible and able to adapt to high pace priority changes, comfortable in navigating market changing requirements
• Ability to foster a sense of professionalism and relationship building for self and team
• 3-4 years related experience or experience in Contact Center environment
• Strong communication skills, both written and verbal
• Bachelor’s degree preferred
• Strong analytical thinking and root cause analysis skills
• Able to assess and develop individual and team skills and capabilities. Able to create and maintain enthusiasm for challenging goals
• Fluent in English, knowledge of additional language(s) is a strong advantage