DIRECTOR OF TRAINING - BPO
Global Empire Corporation is a cutting-edge leader in the contact service vertical. We handle some of the most recognizable names in business today. We offer reliability, high security and unsurpassed cost savings to our clients. Since 1999, Global Empire Corporation has focused on delivering exceptional value to companies like yours. Global Empire Corporation has a strong heritage in technology, but added capabilities throughout the years to focus on a wider range of businesses to become a global business process outsourcing company. Global Empire Corporation is a global provider of business process outsourcing (BPO) services with over 1,000 employees and has been committed to making a positive impact on our clients' business results. Our company mission is to enable and empower our staff to fight for our clients' brands every day to return value to our stakeholders. We answer the demands of global businesses in fiercely competitive markets, partnering with our clients to reach the goal congruency necessary to deliver superior customer results, beginning with our staff.
Job Summary:
In collaboration with the Site Director, the Training Supervisor will develop new-hire training curriculum, assess competencies, and lead quality assurance training. He/She will mentor and supervise the employees for effective delivery of Call Center core concepts and CSR results.
Global philosophy:
quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and an environment that is conducive to innovation, positive thinking, and expansion - is considered in carrying out the duties and responsibilities of this position.
Key Job Elements:
Responsible for the ongoing development and delivery of training materials for new hires of the Call Center.
Schedule and coordinate all interviews for job requisitions.
Coordinate rotation from classroom training to the floor for on job training under the management of a Supervisor.
Develop reports to measure and monitor metrics to identify weaknesses and provide additional follow-up training.
Other duties as assigned.
Job Requirements:
Bachelor's Degree with a focus on Business Administration, Human Resources, Customer Service, and/or training.
Minimum three years of experience in call center training, employee recruitment/staffing/training with general knowledge of Human Resources.
Admissions training and management experience are a plus.
Excellent communication skills, both verbal and written.
Strong interpersonal skills with student and staff populations.
Superior organization, prioritization, and self-motivation skills.
Strong computer skills. MS Office Suite.
Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments.
Ability to listen to customers (e.g. staff, etc.) and to understand and respond positively to their requests.
Ability to adapt to changing assignments and multiple priorities.
Ability to manage multiple tasks and successfully meet deadlines.