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Job Description
- Oversee all training activities
- Manage all aspects of the training function, from training assessment to the design, development, implementation, evaluation and continuous improvement of all training courses.
- Manage training delivery across all mediums including classroom training, distance learning and blended learning.
- Manage training delivery techniques and ensure best deliver, methods are being used.
- Works closely with other internal teams on standardized delivery, process compliance, quality, and train teams to analyse results TNA, prepare solutions, implement initiatives, improve performance, and coordinate activities.
- Apply best practices and methodology to each phase of the training lifecycle; assessment and design, development, implementation, and evaluation (i.e. conducting a learning needs analysis, crafting skill assessments, developing organizational interventions and facilitating training sessions)
- Partner with operations to schedule training and prepare Quarterly & Annual training road maps.
- Develop and maintain administrative standards for training team that support efficient training delivery, trainer accountability and effective management of all training activities and outcome.
- Coach and mentor team members on an ongoing basis, helping them to continuously grow their technical and professional skills
- Cultivate strong business relationships with all operational leadership to ensure learning requirements and timeframes are built into all company initiatives
- Maintain an ongoing training enhancement strategy to allow operational employees to continually learn and grow throughout their tenure.
- Establish and maintain key performance indicators (KPIs) to track effectiveness and efficiency of training programs, operational processes, tools, and learning systems; analyze and distill data to drive informed decision-making and recommendations for performance solutions
- Ensure adherence to all required standards
- Ensure adherence to all required timelines
- Coordinate with experts to gather and refine content
- Liaise with quality team
- Manage training staff (if any)
- Report issues and status to Program Manager
- Perform additional task as assigned
Job Requirements
- 5 years of training experience with a minimum of 3 years managing training, documentation & content creation.
- Supervisory experience is a must.
- Demonstrated ability to design and develop effective course curriculum, adhering to instructional design standards.
- Proven success managing large training and documentation projects from creation through implementation
- Ability to juggle multiple projects and changing deadlines, remain open-minded and adaptable
- Proven analytical and problem-solving skills, as well as written and verbal communication skills
- Must be organized and able to prioritize for both themselves and their departments.
- Must be a multitasker and able to track record of deliverables against goals.
- Applicant must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.
- Applicant must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way.
- Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).
- Applicant must have superior presentation skills and able to present to colleagues, team, senior management team and clients.
- Fluency in English Language.
- Applicant must be task-, team-, and dead-line oriented; must be a team player.
- Applicant must have demonstrated experience in communicating effectively with all levels of management and representatives.