Head of Training and Development

• Develop comprehensive training programs tailored to the needs of different departments and roles within the contact center.
  
• Collaborate with department heads and subject matter experts to identify training needs and priorities.
  
• Continuously review and update training materials to ensure relevance and effectiveness.
  

• Facilitate training sessions for new hires and existing employees both inperson and virtually.
  
• Utilize a variety of instructional techniques and formats to engage participants and maximize learning outcomes.
  
• Monitor and evaluate training sessions to identify areas for improvement and make necessary adjustments.
  

• Implement performance metrics and evaluation processes to assess the effectiveness of training programs.
  
• Analyze training data to identify trends gaps and opportunities for improvement.
  
• Provide feedback and coaching to trainers and trainees to enhance performance and development.
  

• Lead a team of training professionals providing guidance support and mentorship as needed.
  
• Foster a culture of continuous learning and development within the contact center.
  
• Collaborate with other departments to ensure alignment of training initiatives with organizational goals and objectives.
  

• Ensure that all training programs comply with relevant regulations and industry standards.
  
• Conduct regular quality assurance checks to ensure training materials and practices meet established criteria.
  

Requirements

• Bachelors degree in Human Resources Business Administration Education or a related field
  
• (Masters degree preferred).
  
• Proven experience in training and development preferably in a contact center or customer service environment.
  
• Strong leadership and team management skills with the ability to inspire and motivate others.
  
• Excellent communication and presentation skills with the ability to convey complex information in a clear and concise manner.
  
• Demonstrated ability to design and deliver effective training programs that drive performance improvement.
  
• Proficiency in learning management systems and other trainingrelated technologies.
  
• Strong analytical and problemsolving skills with the ability to analyze data and make datadriven decisions.