Training Manager - Customer Experience - BFS/BPO

Experience:

- Proven, results based, experience in training and training leadership preferably in the technology operations sector with dynamic, fast-growing organizations

- Deep understanding of training program design, implementation, delivery methods and processes

- Strong ability to analyze existing programs for gaps and improvement opportunities then develop and implement strategies to drive clear business impact through training

- Strong communication and influencing skills, experience working with global virtual cross-functional and external partners

- Strong project management experience with the ability to lead multiple projects within tight time frames.

- Sound knowledge on impact of transference events on customers such as unemployment, illness, divorce, bereavement etc

- Passionate about customer experience and making life simpler with technology through training

- Customer support/contact center training experience a plus

- A degree level qualification in a business or technical discipline, and ideally an additional certification in a training area or equivalent business experience is highly preferable.

- Ability to work under pressure in order to meet deadlines and tight schedules.

- Demonstrated ability to influence and lead others through the development of insights derived from data analyses.

- Strong leadership and interpersonal skills.

- Creative thinker and innovator