Requirements:

• Bachelor's degree
• Proven experience in training and development, with at least 5 years in the contact center industry and a minimum of 2 years of experience as Training Manager.
• Strong understanding of contact center processes, client relationship management, and industry-specific challenges.
• Exceptional presentation and communication skills, both written and verbal.
• Proficiency in instructional design, curriculum development, and e-learning tools.
• Ability to analyze data and draw insights to tailor training programs for optimal results.
• Leadership qualities, with the ability to motivate and inspire teams to achieve excellence.
• Tech-savvy, with familiarity in using learning management systems and multimedia tools.
• Flexibility to adapt to evolving business needs and a fast-paced contact center environment.

Responsibilities:

As a Training Manager, you will be at the forefront of fostering professional growth and enhancing operational efficiency. Your key responsibilities will include:

• Training Strategy: Develop and implement comprehensive training strategies aligned with organizational goals, focusing on improving employee skills, product knowledge, customer service, and process optimization.
• Curriculum Design: Create engaging and relevant training programs that encompass onboarding, soft skills development, technical expertise, and ongoing upskilling.
• Training Delivery: Conduct impactful training sessions through various mediums, including workshops, webinars, e-learning platforms, and one-on-one coaching.
• Performance Analysis: Assess training needs, track individual and team performance metrics, and adapt training methods to address skill gaps and enhance effectiveness.
• Content Development: Collaborate with subject matter experts to design and update training materials, ensuring they remain current and aligned with industry best practices.
• Leadership Development: Foster leadership skills within team members, preparing them for future growth and leadership roles.
• Stakeholder Engagement: Collaborate with operations, HR, and client representatives to align training initiatives with business objectives and client requirements.
• Feedback and Improvement: Collect feedback from trainees and stakeholders to continually refine training programs and enhance their impact.