Call Center Training Manager

Teleperformance • Margate, FL

9d • $46,000 - $51,000 • Onsite

About The Position

Assist with the development, implementation and improvement of contact center day-to-day Training operations. This position is 100% onsite in N Lauderdale. Work at home is not available for this position.

Requirements

• At least two years of experience of call center leadership
• Ability to travel and be extremely flexible with schedule to accommodate business need
• Strong skill in using multiple systems to track attendance and performance
• Working knowledge of employee relations practices, including dispute resolution and investigation experience
• Demonstrated leadership capabilities
• Strong presentation and public-speaking abilities
• Strong verbal, listening, and written communications skills required
• Excellent inter-personal skills
• Excellent attendance history is required.

Nice To Haves

• Experience in virtual management (preferred)

Responsibilities

• Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
• Recommend solutions for performance issues and potential areas of training.
• Continue liaison efforts with client to ensure we meet all deadlines and expectations surrounding reporting and training events.
• Manage, lead, motivate and develop training team members
• Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
• Conduct training needs assessments and oversee the training function.
• Provide support to Department Mangers and Client Services in response to departmental needs and statistic reporting.
• Undertake exit interviews with disembarking employees and provide feedback to management as necessary.
• Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
• Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
• Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
• Manage payroll for Trainers across multiple locations

Benefits

• Comprehensive health benefits, which may include medical, vision, and dental.
• Resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs.
• Competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed