Job Description:
Job Objective: The Training Manager is responsible for the development and delivery of Training to a specific campaign within Transcom business unit. The primary objective is to manage the direct and indirect provision of soft and hard skills to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations.
The Training Manager is responsible for the creation, development, and the enhancement of the training programs delivered by the various contact centres. He / She has a support function toward the Operations.
As a People Manager, the role entails providing the Master Trainers and Trainers with the appropriate training programs and development plans to support the identified internal, external and client needs.
Essential Duties & Responsibilities: Communication Represents as Client escalation point of contact for all Training Issues As a point of escalation, he/she provides support on training, implementation and usage of tools, procedure, any material, templates (existing and new), systems (QC, Nice etc…) and may have to act as a consultant on ad hoc issue on how to fix them. Partners with Operations and Quality Leaders for actions on New Hire, Cross-Skill, and Up-Skill Classes Manages Client Projects i.e. KM, Learning Technologies, Innovations, or Process Implementation (applicable to the Training Manager that also handles Knowledge Management and Process Improvement Teams) People Management Creates and implements development training for Master Trainers and Trainers (Full Time, Back Up) Provides 1on1 Coaching to direct staff for continuous performance improvement Accountable for managing Master Trainers and Trainers, setting training direction for the LOB, and deploying resources Conducts Trainer Evaluation through Class Observation Gathers feedback from New Hire Trainees through focus-group discussions and Training Survey Monitors productivity of project teams Training Evaluates the effectiveness of the training, its adherence to the client’s needs and expectations through Training Needs Analysis and Training Evaluation Adjusts the training material and develops new tools in order to reach the defined quality levels. Monitors LOB/Campaign Performance and adjusts Training needs based on the opportunities and learning curves of Trainees Equipped to deliver training from time to time Works closely with the Training and Quality Director as well the Campaign Leader in order to establish annual and multi annual training programs, and to define the training strategy for continuous campaign performance improvement Process Ensures documentation and follow through of Training Processes applied for Transcom and the Client Aligns New Hire and Cross-Skill Training with the Client for the delivery of product training Completes all New Hire performance Trackers that are readily available for Client Process Audit Partners with Recruitment and HR for adherence to Hiring Needs and Requirements submission Additional Specific Duties & Responsibilities: Attending Campaign Leadership Meeting for strategic and tactical action planning Creates and implements actions and activities for Cultural Immersion to support campaign employees to better understand the Client Culture Participates in the creation of people development for Agents and Support Employees Participates in company-wide activities related to Training to align processes and share best practices across the Training and Quality Department Minimum Qualifications:
Job Specifications (Qualifications, Skills and Experience) Yrs of Experience Educational Background: Hold a university degree or equivalent in training or human resources
Work Experience: Have a proven and successful track record of effective training experience and/or having worked in an environment driven by client satisfaction. Have worked in an operations department Have worked in a performance-driven environment before, where communication, leadership skills are the main drivers to reach defined targets Have worked under high and continuous competitive pressure Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes around client satisfaction, in order to analyse it and drawn the appropriate recommendations to adjust training materials and other related action plans. Skills Requirements: Manage your time effectively and be focused on setting clear objectives and priorities
Competencies
1. Organizational Awareness
2. People Leadership
3. Customer- Centric
4. Goal- Orientation
5. Quality Orientation
6. Analytical Thinking & Problem Solving
7. Integrity
8. Expertise Skills
9. Adaptability
10. Communication
11. Generating Vision
