Manager, Training & Development

The Training & Development Manager designs and develops training programs & processes, implements training programs, and works with training providers to develop suitable course content. They are also responsible for managing reports by monitoring periodic data and for the annual audits compliance. This role supervises the needs training analyses and coordinates and builds partnerships and linkages with other entities outside of the company.
Specific Duties: Ensures that standardized training requirements are met.Works with identified Training Providers in developing new courses suitable to the support required for the talent bridging programs.Creates and reviews action plans that will address gaps to overall performance in relation to attrition, retention, and take rate.Audits the centers in compliance with mission-related activities & facilitates training processes and systems.Assesses training methods, accuracy, delivery, and process capability.Evaluates the training statement of direction and business performance targets.Reviews and evaluates challenges identified by the Operations team per account and provides resolution.Identifies best practices in developing and educating agents and coordinates with Call Center Operations Managers for the consistent deployment of these practices.Develops a library for both technical and soft skills training modules/curriculums.
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