Call Center Training Manager

Teleperformance•North Lauderdale, FL

8d•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
Demonstrated leadership capabilities
Strong presentation and public-speaking abilities
Strong verbal, listening, and written communications skills
Excellent inter-personal skills
Excellent attendance history is .

Nice To Haves

Experience in virtual management (preferred)
Working knowledge of employee relations practices, including dispute resolution and investigation experience

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