Training Manager

Position Purpose and Impact:

The Training Manager will play an important role in ensuring that the company thrives through exceptional customer experiences and fostering the growth of our team members. This role involves developing, implementing, and overseeing training programs that enhance the skills and knowledge of our employees, ultimately contributing to the success and growth of our company.

Responsibilities:

• Develop and implement comprehensive training programs for various levels within the organization, focusing on customer service excellence and operational efficiency.
• Lead and manage a team of training specialists, providing guidance, mentorship, and performance evaluations.
• Collaborate with department heads to identify training needs and develop customized training solutions.
• Oversee the creation and maintenance of training materials, including manuals, e-learning modules, and workshops.
• Ensure training programs are aligned with the company’s goals and objectives, and meet customer satisfaction metrics.
• Continuously assess the effectiveness of training programs through feedback, surveys, and performance metrics, and make necessary improvements.
• Monitor the progress of new hires during their initial onboarding period and provide support as needed.
• Provide regular updates and reports to senior management on training activities, outcomes, and areas for improvement.
• Foster a culture of continuous learning and development within the organization.

Requirements:

• +2 years experience in leading a global team
• +2 years experience in working cross functionally with technical and non-technical team
• 3+ years of experience in a training management role in a call center or customer service environment.
• 2+ years of experience in content development and instructional design.
• 2+ years experience with e-learning platforms and training management systems.
• Proficiency in Google Suite and other relevant software tools.
• Experience in developing and implementing training programs in a customer service or call center environment.
• Strong leadership skills with the ability to manage and motivate a team.
• Excellent written and verbal communication skills
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Ability to create engaging and effective training materials and presentations.
• Demonstrate the ability to manage multiple projects and priorities in a fast-paced environment.
• Strong interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders at all levels.
• Adaptable and flexible, with a commitment to continuous improvement.
• Bachelor’s degree in Education, Human Resources, Business, or a related field; relevant certifications are a plus.