Role and Responsibilities

• Manages training programs and learning experiences for adult learners in a site. 

• Hires, trains and supervises a staff of trainers. 

• Develops/implements training programs for contact center personnel, which may include management development programs. 

• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness. 

• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources. 

• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers. 

• Conducts the most complex training classes. 

• Develops standards for monitoring agents/representatives. 

• Ensures that feedback programs provide agents with guidance to correct problems. 

• Conducts train-the-facilitator sessions to keep trainers effective. 

Requirements

• at least 2 - 3 years experience in the role

• Considerable understanding and knowledge of Customer Service, including but not limited to, phone support, phone handling, e-mail / chat support and English Communications and Management Principles and Practices

• Experience in Training Program Implementation

• Understanding of standards and process documentation

• Ample experience in actual training of Adult Learning and Continuous Process Improvement

• High level of conceptualization and planning skills

• Strong analytical, problem-solving, and decision-making skills

• Goal oriented with commitment to achievement and excellence

• Effective in execution of plans assigned to him/her

• Flexibility in training, schedules, and tasks and to the changing business environment as a whole

• Effective Leadership and People Management 

• Strong customer service orientation

• Ability to work on site

Please refer to job description.