Training Manager

2 tygodni temu

Gdańsk, Polska careerxtra Pełny etat

Join Our Team as a Training Manager

Position: Training Manager
Location: Gdańsk, Poland
Work Model: Fully on-site
Employment Type: Full-time

About Us:
We are partnering with a leading Outsourcing/BPO consultancy that assists businesses in creating positive, interactive, and successful customer interactions through a blend of human touch and technology. Together, we are seeking a Training Manager to join our team in Gdańsk.

Duties and Responsibilities:

  • Oversee the performance of trainers, new hire onboarding, and reporting.
  • Represent the Training team in business reviews and report on progress and performance to all stakeholders.
  • Develop proactive training strategies to improve the quality metrics of agents.
  • Perform root cause analysis of the accuracy of new hire performance during the onboarding process.
  • Assess mid and low-quartile knowledge gaps to recommend targeted training needs and provide improvement recommendations for training materials or policies.
  • Oversee the certification of the Training team.
  • Conduct monthly class observations of trainers.
  • Ensure adherence to Training Team Key Performance Indicators.
  • Attend all Train the Trainers and training-related meetings with the Meta training team.
  • Support the planning, scheduling, and coordination of all required training for the 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 training is tailored to the audience and designed to fulfill requirements with 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.
  • Provide mentorship, guidance, and development to the training team.
  • Establish team goals and work with direct reports on strategies for results development.

Requirements:

  • Fluent English communication skills.
  • Minimum of 3 years of managerial experience.
  • Excellent presentation skills.
  • Strong problem-solving, communication, stakeholder management, project management, and resource management skills.
  • Background in training is 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.
  • Ability to perform under pressure and pivot at short notice.

Benefits:

  • Fixed remuneration.
  • Freedom to implement your own ideas in a highly motivated team.
  • Close cooperation with other departments.
  • A demanding and comprehensive role that encourages shaping customer service for our key partner.
  • Internal training and learning opportunities.
  • Career opportunities in an international company.
  • A 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.

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