ibex
The 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: Contributes to the assessment, analysis, planning, design, delivery and pricing of client training initiatives. Act as an indispensable performance consultant to account management within an assigned account(s). Participates in the effective design of adult classroom learner and facilitator materials and post training follow-up in support of client programs to ensure superior workforce preparation. Develops and cultivates partnership with clients, accounts, and account management. Coordinates functional teams of facilitators and designers to provide learning and non-learning performance solutions through teamwork with operations, quality staff, account management, clients and the use of in-depth analysis and assessment, design and facilitation. Maintains an environment of continual improvement across all design and facilitation processes owned for any assigned accounts. Focuses analysis and design of performance solutions or interventions around processes resulting in greatest revenue impact of assigned accounts. Efficient utilization of staff across accounts to reduce cost of training activities. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; coordinate, plan, and assign work for staff in accordance with the organization’s policies and procedures. Maintain accurate measurement and reporting of all assigned Training Metrics to establish accurate statistical baselines and to assist in on-going analysis of account(s). Mentors facilitators and designers to maximize their skill sets in training and facilitation and develop their understanding of quality processes and methodologies. Performs periodic assessment of classroom/facilitation skills of direct reports. Ensures staff has adequate tools, techniques and methods to perform their jobs and deploy best in class support to operations. Attends calibration and operational team meetings as appropriate to ensure understanding of client and operations’ needs. Provides focus for staff on fiscal impacts and need to deliver efficient and effective training and facilitation solutions to support profitability and client satisfaction goals Qualifications Knowledge Proficient in the use of commonly used business software 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 5 years of related experience in training and development of which 3 years was gained in a managerial capacity in a BPO set-up.
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