Training Manager

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