Training Manager

**REQUIREMENTS**:

- 6- 8 years’ experience in Learning & Development ideally within a call centre environment (including design, development, preparation & implementation of training
- Management experience is essential
- Excellent written and verbal communication skills
- Ability to work as part of a team as well as demonstrating own initiative
- Ability to work under pressure whilst remaining flexible during any period of change based on the needs of the business
- Computer literate (MS office, Word, Excel, power point and outlook)
- Professional Training Related Certifications / additional qualifications in the area of training
- A good understanding of Contact Centre procedures

**RESPONSABILITIES**:

- Working on New Hire Training strategy & design periodically to ensure its effectiveness in meeting the needs of the Stakeholders & that it is in line with the Organization’s goal of improving Customer Experience
- Aligning a Cost-effective Training Calendar to the Business delivery plan.
- Working with Training Vendors and designing customized Training programs as per Training Calendar
- Periodical interventions with Stakeholders to understand change in Business Focus and Requirements.
- Creating campaign specific employee progression plans
- Introducing New Training methods to improve knowledge retention.
- Planning Trainer Hiring and Bandwidth allocation based on Organization requirements.
- Creating and Implementing quarterly Employee Engagement activities
- Creating Roles and Responsibilities for Trainers in On Job Training phase
- Analysing data to recognise trends to strategize & design Training programs/UST
- Designing & Delivering effective Cross Skill / Up skill Training/Refreshers/Floor Support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders
- Defining measures of identified training parameters.
- Ensuring the training team stays updated with knowledge of relevant Training areas through periodical Knowledge and Skill assessments
- Identifying areas of standardization in Training, Recruitment and On Job Training and designing policies to fill identified gaps and streamline processes.
- Designing content and delivering orientation program on company Values to New Employees.
- Identification & Selection of Training tools, Technology, Methodologies & Providing end to end solutions
- Developing tools & methodologies for Product/Process Training
- Developing Job Knowledge Evaluation Tools like Trainer Assessments and Trainer Delivery Evaluations
- Designing & Executing Training Needs Analysis Tools
- Ensuring all training is delivered and completed successfully with a measure of success attached
- Managing all training calendar/schedule effectively including planning training resources and training room requirements as per ramp plans
- Coordinating with Operations, Workforce planning, Recruitment, Human Resources and other stakeholders to effectively implement all trainings
- Ensures that all new hire staff have an adequate transition to the Operations floor and the existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs
- Manages floor support activities to identify gaps in customer service/communication skills/product process knowledge and implement training interventions aimed at continuous improvement in advisor performance
- Manages ongoing version control/changes & the quality of all training content and material & keep it updated at all times
- Operates as an account manager for the call center's Operations & Quality functions to understand any training needs/interventions required and provide necessary training solutions.
- Manages the performance & development plans of the training team including mentoring, coaching & upskilling
- Follows the operating rhythm for training manager and reports completion of tasks.
- Work closely with clients for feedback and content improvements
- Attend Content reviews, WBR, MBR with clients and Operational stakeholders
- Selection and TTT with floor trainers to ensure training delivery standards are maintained
- Create and maintain Skill matrix for all trainers
- Conduct Monthly performance conversation with all trainers and create their PD plan
- Focus on Trainer development through Training observations and feedback, coaching observations, Conducting Knowledge Tests, One on One conversation, Conducting skill workshops.
- Work on program transition with new clients
- Create and execute Training ramp plan to transition large number of new hire intakes in short periods
- Liaise with clients to understand program objectives and milestones and plan training based on that
- we would love to hear from you Join our team and contribute to our mission in being the difference._

**Job Types**: Full-time, Permanent