SUMMARY:
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POSITION INFO:
The Training Manager is responsible for planning, developing, and implementing training programs to enhance employee skills, knowledge, and performance across various campaigns. This role ensures alignment with company objectives, client requirements, and industry best practices while fostering a culture of continuous learning.
Key Responsibilities
- Training Strategy and Development
- Design, implement, and manage training programs for new hires, ongoing upskilling, and cross-functional initiatives.
- Collaborate with operations, HR, and clients to identify training needs and ensure alignment with business goals.
- Create learning materials such as presentations, e-learning modules, and job aids tailored to the BPO environment.
- Leverage analytics and feedback to continuously refine training content.
- Training Delivery
- Facilitate onboarding programs for new employees, focusing on product knowledge, processes, and soft skills.
- Conduct skill enhancement sessions for tenured employees, such as leadership development, customer handling, and conflict resolution.
- Ensure training sessions incorporate the latest technologies, trends, and methodologies to improve engagement and knowledge retention.
- Monitoring and Evaluation
- Develop and implement evaluation frameworks to measure training effectiveness through assessments, feedback, and performance metrics.
- Monitor agent performance post-training to identify gaps and offer remedial solutions.
- Create reports and present insights to management and stakeholders regarding training outcomes.
- Team Leadership
- Manage and mentor a team of trainers, providing guidance on facilitation techniques and curriculum development.
- Conduct Train-the-Trainer (TTT) programs to enhance team capabilities.
- Promote a collaborative and innovative team culture to ensure high-quality training delivery.
- Compliance and Standards
- Ensure all training content meets regulatory requirements, company policies, and client expectations.
- Maintain updated documentation of training processes, policies, and schedules.
Key Qualifications and Skills
Educational Background
- Certification in Training & Development (e.g Train-the-Trainer) is an advantage.
- Matric
Experience
- 5+ years of experience in training in a BPO setting.
- Proven expertise in training needs analysis, instructional design, and program implementation.
