Training Supervisor

Lincoln, NE, US, 68410

Description:

Overview of Role/Job Purpose:

The Training Manager is responsible for programs and initiatives that drive improvement in the effectiveness of Vertex training. The Training Manager has responsibilities internally, within the enterprise, and to the client(s) across multiple accounts. This is a line management position with direct reports consisting of Trainers that are responsible for training development and delivery across Vertex CMD accounts. Works with the Operational Management team to develop the CMEC Training strategy that ensures the provision of skilled and motivated agents and managers to support specific or multiple contracts

Duties:

• Ensures the training strategy provides for comprehensive induction and accreditation of all staff working on the contract(s), in line with client, legislative and regulatory requirements.
• Delivers the calendar of training events as set and agreed by the Service Excellence and Operational Directors, including technical and soft skills, regulatory compliance, management development, and business specific materials.
• Where required, interfaces with representatives from the client organization to support knowledge transfer and agree materials and accreditation processes.
• Conducts needs analysis and proactively identifies emerging requirements, ensuring these are reflected in training and development plans via agreement with the client and operational managers.
• Identifies and recommends updates to current training content and/or develops new content for BAU learning in conjunction with client and operational needs.
• Ensures closed loop with the Quality and Performance Management teams.
• Manages the design and launch process of content which ensures products align with Vertex branding and are of high quality
• Supports new business opportunities, provide expertise, advice and input into bid submissions. Designs, plans, and costs training solutions and provides support and management during transition of new business into Vertex.
• Evaluates new training content prior to and post launch to ensure the outcomes are meeting intended business requirements.
• Monitors the quality of training delivered through the team via observations, review of evaluations and coaching, feedback and development.
• Proactively updates knowledge of L&D best practices, improves client experience and increases effectiveness of the contribution of the team
• Develops and manages relationships with operational managers and key stakeholders
  
  

Skills/Qualifications:

• A strong understanding of contact center training programs
• MOST IMPORTANT: Exemplary training development and delivery skills
• Minimum of three year documented successful experience in a leadership position
• MOST IMPORTANT: Excellent verbal and written communication skills
• MOST IMPORTANT: Strong analytical skills.
• High level skills in the use of productivity tools including Microsoft Excel; Vizio; PowerPoint; Word, Outlook and specialized monitoring and evaluation tools.
• Postsecondary education in an appropriate field at the Bachelor's level is strongly preferred. Minimum requirement education requirement is high school diploma.
  
  

Continuum Global Business

Nearest Major Market: Lincoln