International Training Manager

The role: 

The vacancy is for a Training Manager, who will be responsible for leading a team of specialised facilitators responsible for conducting all in-person and virtual training for the sales and distribution force and other specific internal business units.

The detail:

• Implementing new hire training design periodically to ensure its effectiveness in meeting the needs of the stakeholders & that it is in line with the organization’s requirements of improving customer experience.
• Manage multiple accounts from various industries. Clients could be domestic or international.
• Liaise with Operations Managers and Senior Managers for all the accounts to implement training plan.
• Operate as an account manager for the call center''s operations & quality functions to understand any training needs/interventions required and provide necessary training solutions.
• The designing of customized training programs as per training calendar.
• Attend client training meetings to establish client training requirements.
• Proactively set up meetings with client to review training content
• Liaise closely with clients for feedback and content improvements.
• Execute program transition with new clients.
• Designing & implementing effective cross skill / up skill training/refreshers/floor support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders.
• Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes.
• Designing & executing training needs analysis tools.
• 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.
• Ensuring rigour and follow through with client-on-client credentials so there is no loss on revenue in terms of delays in onboarding due to credentials being provided by client.
• Defining measures of identified training parameters.
• Follow the operating rhythm for training manager and reports completion of tasks.
• Ensuring the training team stays updated with knowledge of relevant training areas through periodical knowledge and skill assessments.
• Developing job knowledge evaluation tools like trainer assessments and trainer delivery evaluations.
• Ensure existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs.
• Manage 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.
• Manage the performance & development plans of the training team including mentoring, coaching & upskilling.
• 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.

We''d love to hear from you if?

• You have a minimum of 3 years’ training management experience within the contact centre environment.
• You have previous experience in sales contact centre.
• You have previous experience in the roll out and implementation of learnerships.
• You have super computer skills, including Microsoft Office Suite (Word, Excel, and PowerPoint).
• You work well under deadlines and ensures timely completion.

Join Us! Send us your updated CV.