Job Details
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Job Description
- Responsible for the continuous development of operational training strategies, processes, and methods in alignment with the organization strategic goals.
- Identifying current and future training needs and drive suitable initiatives that fulfill organizational needs.
- Conducts needs analysis studies and confers with managers and supervisors to determine training needs.
- Compiles data and analyzes past and current year training requirements to prepare and justify budgets requested.
- Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services.
- Ensures full adherence to COPC training approaches and requirements including meeting the training metrics target.
- Develops and monitors spending against the departmental budget.
- Conducts follow up studies of all training programs to evaluate and measure results
- Identify training gaps and work on closing all gaps.
- Monitor and evaluate training program’s effectiveness, success and periodically report and Communicate with team members, trainers, and management to ensure all needs are met.
- Oversee all the activities of our own team to ensure high-performance levels and efficient implementation.
- Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.
Job Requirements
Educational Background:
- Bachelor's degree preferably in Business Administration, Commerce.
- MBA is an added plus.
- COPC RC certification
Professional Experience:
- At least 8 years of overall business expertise
- 2-3 years people management
- Proven work experience in the training field
- Experience in the contact center industry is a must
Language Skills:
- Proficiency in English
