Senior Training Manager

Overview

The Senior Training Manager is in charge of formulating and developing training programs. He/she comes up with a strategic plan on how to implement the training programs and how to identify key areas of improvements of employees to ensure client and employee satisfaction. He/she identifies the core competencies in line with objectives of the company and strives to inculcate this into employees.

Responsibilities

DUTIES AND RESPONSIBILITIES:

• Ensuring regular call calibration sessions as agreed.
• Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Contact Centre Management.
• Working closely with external Training Measurement Vendor ensuring that training improvement steps are initiated and that improvements are ongoing.
• Attending internal and external meeting
• Following training and development guidelines as defined by the company.
• Oversees the Planning of Training and works with Resource department to schedule training sessions.
• Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
• Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
• Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard development plan and supported by Product Supervisor.
• Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard follow-up plans after all training is completed.
• Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
• Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
• Ensuring that Knowledge about Client products is developed validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
• Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
• Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
• Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.  
• Ensures Tandim escalation process is followed
• Ensuring that de standard procedures are implemented and complied with at all times.
• Keeping and archiving a library of product knowledge and soft skills material/modules.
• Keeping/archiving/updating information and Action Plans from external Quality Assessments Vendor.
• Ensuring that all product material, equipment and logistic are available and updated before training sessions

Qualifications

Knowledge

• Proficient in the use of commonly used business softwares such as MS Office particularly PowerPoint and Excel
• Strong working knowledge of creative training techniques, adult learning, and accelerated learning methodologies
• Thorough knowledge of adult classroom instruction and curriculum design
• Knowledge of Call Center operations and procedures

Skills

• Excellent communication skills
• Excellent presentation and analytical skills
• Must possess effective organizational skills and time management skills
• Strong reporting skills

Abilities

• Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
• Ability to analyze data and ascertain needs, linking training and design to performance and operational processes.
• Possesses a collaborative working style and the ability to work independently and in a team environment.
• Ability to plan, organize, and schedule work flow to meet rigid project deadlines
• Ability to work on several projects simultaneously
• Ability to communicate professionally with all levels of management
• Ability to work on a flexible schedule (graveyard/shifting schedule)

Education/Experience:

• Bachelor’s Degree (any field)
• At least 7-9 years of related experience in training and development of which 5 years was gained in a managerial capacity