Job Description:
Provide an overview of performance of Training team on bi-weekly basis
Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training Team
Develop proactive training strategies to improve quality metrics of the agents
Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
Discuss/review with Customer trainers on class observation process
Ensure adherence of Training Team Key Performance Indicators
Attend all Train the Trainers and training related meetings with Customer training team
Attend and participate on Global Quality Calibration Session
Attend Weekly Business Reviews, and Monthly Business Reviews
Support the planning, scheduling, and coordination of all required training for their sites
Manage all aspects of the training program including planning, design, development, implementation, delivery and
evaluation in liaison with their Business Partner.Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
Ensure complete, accurate and timely data collection and communication by trainers
Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
Monitor new hire knowledge before and after training to help determine follow up training required
Qualifications:
4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment
Good knowledge of Training and Quality/Process Improvement techniques
Bachelor's graduate of any field
Mandatory Skills:
High level of energy, drive, enthusiasm, initiative and commitment
Excellent communication, consulting, influencing and interpersonal skills.
Proven track record of collaborating with cross-functional groups to produce results
Passion for ensuring a world class support experience for our community
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams