Employer Active
Working with a leading Outsourcing/BPO consultancy that assists businesses in creating positive interactive and successful customer interactions using a blend of human touch and technology.
Position: Training Manager
Location: Gdask Poland
Work Model: Fully onsite
Employment type: Fulltime
SalaryEUR per month
DUTIES AND RESPONSIBILITIES:
Oversee the performance of the trainers performance of new hire onboarding and reporting
Represent Training team business reviews and report on progress and performance to all stakeholders
Develop proactive training strategies to improve the quality metrics of the agents
Perform root cause analysis of the accuracy of new hire performance during the onboarding process.
Assess mid and lowquartile knowledge gaps in order to recommend targeted training needs and provide improvement recommendations for any training material or policy
Oversee certification of the Training team
Conduct monthly class observations of the trainers
Ensure adherence of Training Team Key Performance Indicators
Attend all Train the Trainers and trainingrelated meetings with Meta training team
Support the planning scheduling and coordination of all required training for their site
Manage all aspects of the training program including planning design development implementation delivery and evaluation
Identify appropriate training curricula for strategic training initiatives ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
Ensure complete accurate and timely data collection and communication by trainers Monitor new hire knowledge before and after training to help determine followup training required
Participate in Quality Improvement plans and syncs
Providing mentorship guidance and development to the training team
Establishing team goals and working with direct reports on strategies for results development
REQUIREMENTS:
Fluent English communication skills at least on a C1 level
Minimum 3 years of managerial experience
Excellent presentation skills
Problemsolving strong communication stakeholder management project management resource management
Background in training preferred
High level of energy drive enthusiasm initiative and commitment
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
Proven track record of collaborating with crossfunctional groups to produce results
Passion for ensuring a worldclass support experience for our community
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites or teams
Ability to perform under pressure and pivot at short notice
BENEFITS:
Freedom to implement your own ideas in a highly motivated team
Close cooperation with other departments
A demanding and comprehensive area that encourages shaping customer service for our key partner
Internal training and learning opportunities
Career opportunities in an international company
Committed and motivated Team
A modern office in the Olivia Business Center complex with modern workplaces as well as free drinks and fruit
Private medical healthcare
Full Time