MANAGER, TRAINING & DEVELOPMENT

Job Summary

The Training & Development Manager designs and develops training programs & Processes, implements training programs. Works with training providers to develop suitable course content. Also is responsible for managing reports by monitoring periodic data. They’re also responsible for  the anual audits compliance.  Supervises the needs training analyses and coordinates and builds partnerships and linkages with other entities outside of the company

Specific Duties:

• Ensures that standardized training requirements are met;
• Works with identified Training Providers in developing new courses suitable to the support required for the talent bridging programs;
• Creates and Reviews action plans that will address gaps to overall performance in relation to attrition, retention and take rate.
• Audits the Centers in compliance to the mission related activities & Facilitation of training processes and systems.
• Assessment of training method, accuracy, delivery and process capability;
• Evaluates the training statement of direction and business performance target;
• Reviews and evaluates challenges identified by the Operations team per account and provide resolution.
• Identifies best practices in developing and educating agents and coordinates with Call Center Operations Managers for the consistent deployment of these practices.
• Develops a Library for both technical and soft skills training modules/curriculums.

Area of expertise (Skills)

• Must have a Bachelor’s College Degree in a related field.
• At least 5 years experience in related area.
• Leadership Training, Preferably Six Sigma or Lean Management Certifications, Train the Trainer Certified
• Training Need Analysis
• Designing and Revision of training outlines

Other Skills and Experiences (Min)

Education