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Training Manager Lead

1 week ago

Cape Town, Western Cape, South Africa Callforceoutsourcing Full time

Job Description

We are seeking a skilled Training Manager to lead our education programs. As the face of our learning and development initiatives, you will be responsible for planning, developing, and implementing training programs that enhance employee skills, knowledge, and performance across various campaigns.

The ideal candidate will have a proven track record in training needs analysis, instructional design, and program implementation. They will collaborate with operations, HR, and clients to identify training needs and ensure alignment with business goals.

Key Responsibilities:

  1. Training Strategy and Development
    1. Design, implement, and manage training programs for new hires, ongoing upskilling, and cross-functional initiatives.
    2. Collaborate with stakeholders to identify training needs and develop tailored solutions.
    3. Create engaging learning materials such as presentations, e-learning modules, and job aids.
    4. Leverage analytics and feedback to continuously refine training content.
  2. Training Delivery
    1. Facilitate onboarding programs for new employees, focusing on product knowledge, processes, and soft skills.
    2. Conduct skill enhancement sessions for tenured employees, such as leadership development, customer handling, and conflict resolution.
    3. Ensure training sessions incorporate the latest technologies, trends, and methodologies to improve engagement and knowledge retention.
  3. Monitoring and Evaluation
    1. Develop and implement evaluation frameworks to measure training effectiveness through assessments, feedback, and performance metrics.
    2. Monitor agent performance post-training to identify gaps and offer remedial solutions.
    3. Create reports and present insights to management and stakeholders regarding training outcomes.
    4. Manage and mentor a team of trainers, providing guidance on facilitation techniques and curriculum development.
    5. Conduct Train-the-Trainer (TTT) programs to enhance team capabilities.
    6. Promote a collaborative and innovative team culture to ensure high-quality training delivery.
  4. Compliance and Standards
    1. Ensure all training content meets regulatory requirements, company policies, and client expectations.
    2. Maintain updated documentation of training processes, policies, and schedules.