Job Description: Provide an overview of performance of Training team on bi-weekly basisOversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training TeamDevelop proactive training strategies to improve quality metrics of the agentsPerform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policyOversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business PartnerConduct monthly class observations of the trainers, each trainer should have 3 quarterly observationsDiscuss/review with Customer trainers on class observation processEnsure adherence of Training Team Key Performance IndicatorsAttend all Train the Trainers and training related meetings with Customer training teamAttend and participate on Global Quality Calibration SessionAttend Weekly Business Reviews, and Monthly Business ReviewsSupport the planning, scheduling, and coordination of all required training for their sitesManage all aspects of the training program including planning, design, development, implementation, delivery andevaluation 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 methodologyEnsure complete, accurate and timely data collection and communication by trainersDevelop and coordinate the execution of the on-boarding plans as well as the targeted training plansMonitor new hire knowledge before and after training to help determine follow up training required Qualifications: 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 environmentGood knowledge of Training and Quality/Process Improvement techniquesBachelor's graduate of any field Mandatory Skills: High level of energy, drive, enthusiasm, initiative and commitmentExcellent communication, consulting, influencing and interpersonal skills.Proven track record of collaborating with cross-functional groups to produce resultsPassion for ensuring a world class support experience for our communityDemonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
