Training Manager

Position Purpose: Reporting to the Regional Training Manager III, the Training Manager will be charged with determining the training needs of call center operations, along with the development and administration of training programs in a dynamic fast-paced and goal oriented environment. Continual challenge and success will be found partnering with internal departments (operations, training, resource planning, HR) to meet those needs. The Training Manager applies some advanced skills to the position or specialization. Adapting procedures, processes, tools, equipment and techniques to meet the more complex requirements of this position. Essential Functions

1. Supervises and directs the work of training personnel.

2. Develops, implements and evaluates training modules, lesson plans and training outlines.

3. Researches issues and communicates findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels.

4. Reports current trends and makes recommendations for improvement through coaching and/or training.

5. Ensures training procedures, standards, documentation and reporting are maintained, updated and in compliance with performance standards.

6. Prepares reports for management, clients or others as needed.

7. Confers with personnel to provide technical advice and to resolve problems.

8. Tracks training trends and makes necessary changes to current programs.

9. Develops new training courses associated with the introduction of new products and services with supervision.

10. Develops cross-functional partnerships that influences performance and drives results.

11. Facilitates training as needed. Other duties as assigned. Other Duties as assigned

Job Qualifications

Job Qualifications Knowledge, Skills & Abilities:

• Fluent in verbal and written English.
• Strong knowledge of training.
• Skill in establishing and maintaining effective working relationships.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and write reports and business correspondence.
• Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to plan own work and the work of others in one or more departments.
• Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations.
• Ability to adapt to changing priorities, meet deadlines and work well under pressure.
• Ability to nurture and develop a team environment.
• Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.
• Incorporates adult learning theory when facilitating training.

Education and Experience:

Bachelor's degree (BA/BS) from a four (4) year college or university or equivalent combination of education and related experience. One (1) year related experience with a minimum of six (6) months supervisory/management experience is required