Description:
Summary / Objective:
The Training Manager is responsible for developing, implementing, and evaluating
the organization's training and development programs. The ideal candidate will
have experience in training development, adult learning principles, and
instructional design.
Essential Functions:
Reasonable accommodation may be made to enable individuals with disabilities to
perform the essential functions.
1. Coach and mentor training coordinators and trainers to help them develop
their skills and knowledge.
2. Observe and evaluate call center performance to identify opportunitiesfor
training and development.
3. Develop and implement training programs for new and experienced call
center agents on call center procedures, product knowledge, and customer
service skills, aligned with the company's overall goals and objectives.
4. Evaluate the effectiveness of training programs and make necessary
adjustments to ensure that call center agents are meeting and exceeding
performance standards.
5. Collaborate with call center managers to develop and implement the call
center's annual training plan, ensuring that it is aligned with the company's
overall goals and objectives.
6. Provide monthly feedback to training coordinators on their performance
and the results of trainer surveys, with clear and actionable suggestions for
improvement.
7. Attend account meetings between account managers, training
coordinators, and trainers to track the status of the account, identify
opportunities for improvement, and gather feedback from account
managers.
8. Maintain and update all training records to ensure accuracy and
compliance.
Competencies:
• Communication
• Business Acumen
• Takes initiative and manages execution
• Authentic, open, adaptable, and flexible
• Builds collaborative relationships
• Understands the business
Qualifications:
• Bachelor's degree in a related field, such as education, business, or
communication.
• 3+ years of experience in training development, instructional design, or
a related field.
• Experience with adult learning principles and best practices.
• Strong organizational and time management skills.
• Excellent communication and interpersonalskills.
• Ability to develop and deliver effective training programs.
• Ability to work independently and as part of a team.
• Experience with learning management systems (LMS) is a plus.
• Experience with training on specific call center software or systems is a
plus.
• Proficient computer skills including MS Office.
Work Environment:
This job operates in a professional office environment. This rol