Training Manager

Teleperformance•Brownsville, TX

2d•Onsite

About The Position

TP is a global, digital business services company that delivers advanced, digitally powered business services to help brands streamline their business in meaningful and sustainable ways. With over 500,000 employees speaking more than 300 languages, TP leverages its global scale and local presence to be a force for good in supporting its communities, clients, and the environment. The company emphasizes a balanced high-tech and high-touch approach, blending deep industry and geographic expertise to simplify, speed up, and secure people's lives. TP aims to help companies adapt quickly to changing needs and encourages employees to deliver their best. The company highlights career advancement opportunities, citing an example of a Chief Client Officer who started as an agent and rose to a top position.

Requirements

At least 1 year of experience in a trainer, team lead, or equivalent call center leadership role.
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 Managers 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.