Teleperformance - Manager - Training

As a Training Manager, you play a critical part in setting Teammates up for success in their roles. In this role you are a motivational and trusted subject matter expert in the field of training and have a high degree of understanding of internet troubleshooting, chat support, product/process knowledge along with upselling and customer service skills.

The Training Manager is responsible for delivery of learning and development solutions, programs, courses resulting in improved individual performance and business results. Facilitation will include a variety of mediums including, but not limited to, classroom facilitation, virtual classroom, webinar, huddles and informal learning channels.

Responsibilities

Major Tasks

- Making Sure the Team delivers formal and informal training via a variety of methods to include: classroom, virtual classroom, webinar, huddle, e-learning, coaching

- Responsible for the effective Team delivery of training that could include product, desktop tools and technology systems and applications, customer service, upselling and others as needed by the business.

- Authorized and expected to act in a supervisory capacity in partnership with the direct leader, while facilitating (Classroom or VLT) which includes managing behaviors, attendance, and other performance matters

- Conducts training sessions across multiple functional and geographical areas and performs necessary follow-up review to ensure absorption and retention of knowledge and skill

- Works collaboratively with colleagues across functions to share best practices and synergies as it relates to driving efficiencies across business initiatives and solutions

- Collaborates proactively on content and enhancement of learner materials by providing feedback to curriculum development

- Proactively stays current and maintains business knowledge related to newly released and/or enhanced processes, products and services

- Should be sensitive to training needs / understanding learning requirements of differently learning groups

- Organize, Plan and implement monthly cyclic activities including refresher training, monthly tests and call monitoring

- Liaise with the Quality and Ops to identify, screen and execute process improvement plans

- Plan and execute training workshops and projects to monitor and groom poor performers

- Update and improve professional and business knowledge, skills, and attitude

- Track employee success and progress

- Monitors training programmes and training content to ensure that they are effective and up-to-date

Requirements

Qualifications Required

- Bachelor's degree (preferably in Education, Training, HR or related field)

- Operational business experience must include a minimum of 2 years of effective training delivery in chat process with diverse contexts such as facilitation, coaching, performance support of employees or equivalent transferable work experience along with technical knowledge.

- Demonstrated strong understanding of company goals, systems, and strategies to maximize efficiency in the workplace

- Excellent written and oral communication skills

- Excellent presentation and facilitation skills

- Excellent technical knowledge in Internet Troubleshooting

- Demonstrated expertise in adult learning methodology and approach

- Serve as a general subject matter expert for employees as needed

- Strong interpersonal skills with the ability to engage a group and motivate behavior change

- Ability to direct, supervise and energize small groups in a classroom setting

- Demonstrated leadership skills including creativity, integrity, sound judgment, initiative and flexibility

- Ability to act professional and confidently in various situations

- Ability to quickly learn technical programs and product offerings

- Experience with learning management systems to include roster management, class registrations and closeouts

- Proven expert desktop skills in Microsoft Office Suite to include Word, PowerPoint and Excel

Preferred Skills

- Experience in technical or telecommunications industry

- Demonstrated experience facilitating large groups of 20 or more people

- Experience with webinar tools or other remote training tools (Webex)

- Maintains understanding of new educational and training techniques and methods on the current technology

- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)

- Maintain a keen understanding of training trends, developments and best practices

Competencies

- Excellent communication, management and leadership skills

- Ability to plan, multi-task and manage time effectively

- Deploy a wide variety of training methods on the technical terms and upselling

- Influencing/negotiating, or the ability to persuade, build consensus and gain cooperation to obtain information and accomplish goals

- Employee development, or the ability to apply concepts, principles and practices related to planning, evaluating and administering training, organizational development and career development initiatives

- Creativity and innovation, or the ability to think divergently, solve problems and pursue possibilities.

- Ability to use logic and reasoning to identify the strengths and weaknesses of various solutions, conclusions or approaches to problems.

- Problem-solving, or the ability to identify problems, determine the accuracy and relevance of information, use sound judgment to generate and evaluate alternatives, and make recommendations.