Position Overview

The primary role of the job is to manage process trainers, Assistant Manager, and Lead Assistant Managers aligned to the process. The job focuses on coaching and mentoring process trainers, Assistant Manager, Lead Assistant Managers, facilitate training classes as needed, administer Training Needs Analysis, and come up with action plans to address knowledge gaps. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.

Job Description:

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets.
• Develop training materials, activities, and assessments.
• Facilitate training classes as needed.
• Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Competencies Required:

• Excellent communication and organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation, and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word

Please refer to job description.