Business Interlock Associate Manager

OVERALL PURPOSE:Client facing role, manages team of trainers and content developers/writers. RESPONSIBILITIES:Assessment of Training Needs:Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs.Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process. Reporting Generates, reviews, and distributes required training reports such as training trends and activity reports to Operation Leads and/or ClientsMaintains collection and tracking of relevant Training dataAssists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees performance SKILL AND QUALIFICATIONS:At least 7 years overall work experience; 5 years leadership experienceAt least 2-3 years of work experience in the Contact Center / BPO industry At least 2-3 years of training or teaching experienceAt least 3 years training management experience is requiredAt least 3 years of experience in business training, professional development, research and workshops is good to have but not requiredExcellent presentation skillsAbility to implement end to end training needs analysis (TNA)Ability to analyze performance trends and implement intervention programs to address performance gapsKnowledge of Adult Learning Theory