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Training Manager
2 tygodni temu
Workster partners with a leading Outsourcing/BPO consultancy which assists businesses in creating positive, interactive, and successful customer interactions using a blend of human touch and technology. Together, we're looking for an experienced Training Manager for their Gdansk location.
Your Role
- Oversee the performance of the trainers, performance of new hire onboarding, and reporting
- Represent Training team business reviews and report on progress and performance to all stakeholders
- Develop proactive training strategies to improve the quality metrics of the agents
- Perform root cause analysis of the accuracy of new hire performance during the onboarding process.
- Assess mid and low-quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
- Oversee certification of the Training team
- Conduct monthly class observations of the trainers
- Ensure adherence of Training Team Key Performance Indicators
- Attend all Train the Trainers and training-related meetings with Meta training team
- Support the planning, scheduling, and coordination of all required training for their site
- Manage all aspects of the training program including planning, design, development, implementation, delivery, and evaluation
- Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
- Ensure complete, accurate and timely data collection and communication by trainers Monitor new hire knowledge before and after training to help determine follow-up training required
- Participate in Quality Improvement plans and syncs
- Providing mentorship, guidance and development to the training team
- Establishing team goals and working with direct reports on strategies for results development
Your Qualifications
- Fluent English communication skills at least on a C1 level
- Minimum 3 years of managerial experience
- Excellent presentation skills
- Background in training preferred
- High level of energy, drive, enthusiasm, initiative and commitment
- Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
- Proven track record of collaborating with cross-functional groups to produce results
- Passion for ensuring a world-class support experience for our community
- Demonstrated ability to perform well in a rapidly changing environment and across multiple sites or teams
- Ability to perform under pressure and pivot at short notice
The Offer
- Freedom to implement your own ideas in a highly motivated team
- Close cooperation with other departments
- A demanding and comprehensive area that encourages shaping customer service for our key partner
- Internal training and learning opportunities
- Career opportunities in an international company
- Committed and motivated Team
- A modern office in the Olivia Business Center complex with modern workplaces as well as free drinks and fruit
- Private medical healthcare
- Multicultural Team
- Progressive company culture
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