TrainingLeadDeputyTrainingManager
TrainingLeadDeputyTrainingManager
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Salary Not Disclosed
1 Vacancy
Job Description
Roles & Responsibilities
- Provide an overview of performance of Training team on biweekly basis
- Oversee performance of the trainers performance of new hire onboarding and reporting to Customer Training Team
- Develop proactive training strategies to improve quality metrics of the agents
- Perform root cause analysis of the accuracy of new hire performance during the onboarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs and provide improvement recommendations for any training material or policy
- Oversee certification of the OS Training team and Senior Agents (Senior Agent) in liaison with their Business Partner
- Conduct monthly class observations of the trainers each trainer should have 3 quarterly observations
- Discuss/review with Customer trainers on class observation process
- Ensure adherence of Training Team Key Performance Indicators
- Attend all Train the Trainers and training related meetings with Customer training team
- Attend and participate on Global Quality Calibration Session
- Attend Weekly Business Reviews and Monthly Business Reviews
- Support the planning scheduling and coordination of all required training for their sites
- Manage all aspects of the training program including planning design development implementation delivery and evaluation in liaison with their Business Partner.
- 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
- Develop and coordinate the of the onboarding plans as well as the targeted training plans
- Monitor new hire knowledge before and after training to help determine follow up training required
Mandatory Skills:
- 4 years of experience in a training leadership role in an Operations environment previous min. 3 years of experience in a training delivery role preferably in an international environment
- Good knowledge of Quality/Process Improvement techniques
- High level of energy drive enthusiasm initiative and commitment
- Excellent communication consulting influencing and interpersonal skills.
- Proven track record of collaborating with crossfunctional groups to produce results
- Passion for ensuring a world class support experience for our community
- Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
Qualifications
- Must be bachelors graduate of any field
- Work in the same industry (BPO) and has relevant experience of at least 34 years
Employment Type
Full Time
