Training Manager - US BPO - US Hours - JHB

SUMMARY:
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POSITION INFO:

Summary / Objective:

The Training Manager is responsible for developing, implementing, and evaluating
the organization's training and development programs. The ideal candidate will
have experience in training development, adult learning principles, and
instructional design.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to
perform the essential functions.

1. Coach and mentor training coordinators and trainers to help them develop
their skills and knowledge.
2. Observe and evaluate call center performance to identify opportunitiesfor
training and development.
3. Develop and implement training programs for new and experienced call
center agents on call center procedures, product knowledge, and customer
service skills, aligned with the company's overall goals and objectives.
4. Evaluate the effectiveness of training programs and make necessary
adjustments to ensure that call center agents are meeting and exceeding
performance standards.
5. Collaborate with call center managers to develop and implement the call
center's annual training plan, ensuring that it is aligned with the company's
overall goals and objectives.
6. Provide monthly feedback to training coordinators on their performance
and the results of trainer surveys, with clear and actionable suggestions for
improvement.
7. Attend account meetings between account managers, training
coordinators, and trainers to track the status of the account, identify
opportunities for improvement, and gather feedback from account
managers.
8. Maintain and update all training records to ensure accuracy and
compliance.

Competencies:

• Communication
• Business Acumen
• Takes initiative and manages execution
• Authentic, open, adaptable, and flexible
• Builds collaborative relationships
• Understands the business

Qualifications:
• Bachelor's degree in a related field, such as education, business, or
communication.
• 3+ years of experience in training development, instructional design, or
a related field.
• Experience with adult learning principles and best practices.
• Strong organizational and time management skills.
• Excellent communication and interpersonalskills.
• Ability to develop and deliver effective training programs.
• Ability to work independently and as part of a team.
• Experience with learning management systems (LMS) is a plus.
• Experience with training on specific call center software or systems is a
plus.
• Proficient computer skills including MS Office.

Work Environment:

This job operates in a professional office environment. This role routinely
uses standard office equipment such as a computer, photocopies,
scanner, shredders, and file cabinets.

Position hours / Expected hours to work:
This is a full-time position. 5 days a week, hours of work may vary depending on
account needs, based on location.

Disclaimer:
The preceding job description has been designed to indicate the general nature
and level of work performed by employees within this classification, its not
designed to contain or to be interpreted as comprehensive inventory of all duties,
responsibilities and qualifications required of employees assigned to this job.
Employer reserves the right to modify this job description, including by adding,
removing, and altering job duties.

Training Coordinator Specific Duties
• Coach and mentor training coordinators and trainers to help them develop
their skills and knowledge.
o This means providing training coordinators and trainers with the
support and guidance they need to improve their skills and
knowledge. This can be done through one-on-one coaching, group
workshops, or online resources.
• Observe and evaluate call center performance to identify opportunitiesfor
training and development.
o This means regularly observing call center agents at work and
reviewing call center performance data to identify areas where
training can be used to improve performance.
• Develop and implement training programs for new and experienced call
center agents on call center procedures, product knowledge, and customer
service skills, aligned with the company's overall goals and objectives.
o design and delivering training programs that teach call center agents
the skills and knowledge they need to be successful in their jobs.
These programs should be aligned with the company's overall goals
and objectives, as well as the specific needs of the call center.
• Evaluate the effectiveness of training programs and make necessary
adjustments to ensure that call center agents are meeting and exceeding
performance standards.
o This means collecting feedback from call center agents and
supervisors to assess the effectiveness of training programs. The
trainer manager can then use this feedback to make necessary
adjustments to the programs, ensuring that they are meeting the
needs of the call center and helping agents to achieve their
performance goals.
• Collaborate with call center managers to develop and implement the call
center's annual training plan, ensuring that it is aligned with the company's
overall goals and objectives.
o This means working with call center managers to identify the training
needs of the call center for the upcoming year and to develop a
training plan to address those needs.
• Provide monthly feedback to training coordinators on their performance
and the results of trainer surveys, with clear and actionable suggestions for
improvement.
o Meet with training coordinators on a monthly basis to provide
feedback on their performance and the results of trainer surveys. The
feedback should be specific, constructive, and actionable.
• Attend account meetings between account managers, training
coordinators, and trainers to track the status of the account, identify
opportunities for improvement, and gather feedback from account
managers.
o Attending meetings between account managers, training
coordinators, and trainers to discuss the status of the account,
identify opportunities for improvement, and gather feedback from
account managers. This feedback can be used to improve the training
programs and to ensure that they are meeting the needs of the
accounts.
• Maintain and update all training records to ensure accuracy and
compliance.
o Keep all training records up to date and accurate. This includes
records of training programs, training materials, and training
completion certificates. It is important to keep accurate training
records to ensure compliance with company policies and regulations
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