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  Design and implement training programs specific to customer service or contact center staff.
• Supervises training activities in the company as it relates to training technology (i.e. module design, calibration, training program implementation).
• Plans, develops, organizes, and monitors training courses / programs for the different Operations accounts. Ensures alignment of all training initiatives to client and / or customer requirements.
• Ensures that top caliber training is provided and conducted for all Operations personnel of the company. Maintains alignment of training programs to competently address the unique needs, criteria, and requirements of internal and external customers (i.e. sales techniques, client specifics, customer care techniques, speech training).
• Standardizes, centralizes, and aligns inter-program training units by conducting periodic meetings and training summits. Ensures that training goals and objectives are synchronized. Drives for timely delivery of training output to meet client demands.
• Bridges the gaps between various internal departments (i.e. Quality Assurance, Operations) by conducting periodic checks and calibration sessions. Ensures that training programs and modules adequately address the training areas highlighted by internal and external customers / clients.
• Strives for continuous improvement in all training initiatives, as well as for enhancement of trainers’ skills. Explores developmental opportunities for all Training personnel that will result in increased capabilities, competencies, improved skills and work behaviors.
• Manages the performance of all training personnel, ensuring that appraisals are done in a timely manner. Performs coaching and mentoring as requested and / or necessary. Identifies potential leaders in the area of training, and focuses on professional growth and development for such individuals.
• Coordinates for monitoring of operations personnel to determine the effectiveness of training initiatives. Gathers feedback and comments on training initiatives rolled-out for the account. Checks on new hire training class effectiveness through performance in terms of QA scores. Ensures that training Officers participate in calibration meetings to ensure that both Training and Quality Assurance departments are calibrated with Client-required standards.
• Gather information on operational issues that need immediate addressing through training. Maintains coordination to ensure that training programs are implemented and followed-through. Ensures that Training Officers are calibrated with their respective accounts to ensure that training needs are addressed and that training and coaching efforts are communicated across the floor. Ensures that Training Officers are partnered with their account Team Captains to provide coaching and mentoring to trainees (i.e. barging, phone labs).

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  3+ years experience in Call Center leadership
• 1+ years training experience within the call center and/or customer service industry (preferred)
• Previous management experience within the call center and/or customer service industry
• Strong conflict management and team engagement skills required.
• Proficiency with MS Office applications (i.e. MS PowerPoint, Word, Excel).

• Supervisory and people-management skills.
• Time and project management skills.
• Excellent oral and written communication skills.
• Excellent presentation skills and public speaking skills.
• Fluency in the English language.
• Good Organizational and planning skills.
• Adaptive to changing work schedules and working hours.
• Customer orientation.
• Problem-Solving, Decision-Making, and Analytical skills.

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  Previous experience training within the call center and/or customer service industry
• Previous management experience within the call center and/or customer service industry