Manager, Training & Development

The Training & Development Manager designs and develops training programs and 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 overseeing annual audits for compliance. Additionally, the manager supervises the needs training analyses and coordinates partnerships with entities outside of the company.
Specific Duties: Ensures that standardized training requirements are met;Works with identified Training Providers in developing new courses suitable for the talent bridging programs;Creates and reviews action plans that address gaps in overall performance related to attrition, retention, and take rate;Audits the centers for compliance with mission-related activities and 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 resolutions;Identifies best practices in developing and educating agents and coordinates with Call Center Operations Managers for consistent deployment of these practices;Develops a library for both technical and soft skills training modules/curriculums.Area of Expertise (Skills)Must have a Bachelor's degree in a related field;At least 5 years of experience in a related area;Leadership training, preferably Six Sigma or Lean Management certifications, Train the Trainer certified;Training needs analysis;Designing and revision of training outlines.
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