Onsite Learning & Development Manager (Call Center)

Job Summary

The Learning & Development Manager is responsible for developing high-quality training team to perform for various programs across the organization. This position works closely with the Director and Vice President of Learning & Development and is responsible for the supervision of the curriculum, trainers, and client relations.  In addition, they provide instructional coaching, support, development, needs-based training and guidance for best-practices, compliance support, and quality assurance for their team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Other duties may be assigned.

• Develops, organizes, and facilitates in-depth client-specific training programs
• Provides orientation to trainees on the detailed training process flow
• Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention
• Improves training effectiveness by developing new approaches and techniques
• Participates in the preparation of multiple training projects within established budgets and timelines
• Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals
• Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol
• Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives
• Commits to effective transfer of training by motivating trainees and ensuring that information is clarified, and all questions are addressed
• Conducts coaching and mentoring sessions to trainees to identify areas of improvement and opportunities while keeping a written record of all interactions
• Supervise client communications, new programs launch, and onboarding process
• Provide opportunities for ongoing development
• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultations
• Collaborates with the production supervisor in monitoring agents’ performance
• Complete Continuous Education Courses as assigned by Leadership
• Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance
• Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach
• Facilitates supplementary trainings (e.g. refresher course, bucket training, etc.) targeting specific area of concern to continuously improve agents’ skills
• Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes
• Maintains training reports and shares them with other departments if necessary
• Ensures the trainees’ total compliance to training policies, guidelines, and procedures
• Attends Business Reviews & Client Meetings
• Delivers the right behaviors in meeting deliverables through punctuality and professionalism
• Performs other administrative activities necessary

Area of expertise (Skills)

EDUCATION and/or EXPERIENCE:

• Bachelor's degree or equivalent education and experience is required
• Previous two years of management learning and development experience is required
• Prior call center/corporate training experience is required while knowledge of BPO performance is preferred
• Previous Property & Casualty insurance experience is preferred
• Excellent communication & leadership skills
• Ability to plan, multitask and manage time effectively
• Excellent computer and database skills

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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