Assistant Manager - Training

Job Description

Role & responsibilities Training Program Development: Collaborate with the Training Manager to design and implement effective training programs tailored to the needs of different teams within the BPO. This includes determining training needs, developing curriculum, and selecting appropriate training methods and resources. Training Delivery: Conduct training sessions and workshops, using various delivery methods (in-person, virtual, e-learning) to engage participants and ensure knowledge retention. Needs Assessment: Assist in conducting training needs assessments and evaluating current training programs to identify gaps and areas for improvement. Performance Tracking: Monitor and assess the effectiveness of training initiatives through feedback, assessments, and performance metrics; suggest enhancements based on findings. Content Creation: Support the development of training materials, manuals, and resources that are current, relevant, and engaging for all levels of staff. Coaching and Mentoring: Provide guidance and support to new trainers and team members, fostering a culture of continuous learning and development. Collaboration: Work closely with various departments to align training initiatives with business objectives and ensure effective onboarding for new hires. Reporting: Maintain training records, prepare reports on training activities, and present findings to senior management to inform strategic decisions. Preferred candidate profile Education: Bachelors degree, certifications in Training & Development or related fields are a plus Experience: Minimum of 5 years in call center management, with at least 3 years in Training and management. Skills: Excellent communication and interpersonal skills. Strong presentation and facilitation abilities. Proficient in Microsoft Office Suite and Learning Management Systems (LMS). Analytical mindset with the ability to interpret data and make informed decisions. Strong organizational and time-management skills.