Training Manager

Teleperformance•Brownsville, TX

1d•Onsite

About The Position

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! Purpose Assist with the development, implementation and improvement of contact center day-to-day Training operations. This position is 100% onsite in Brownsville, TX . Work at home is not available for this 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
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)

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