Assistant Manager-Training

Job Description

Job title: Assistant Manager-Training Job Description: Purpose of the Role - Associate Training Manager Detailed Roles & Responsibilities Program/Account Management Lead the program development, from needs analysis, planning and development, to implementation and measurement, in support to the specific account/process they are assigned. Review current library of training content to determine availability of existing materials to meet defined business needs. Develop the necessary resources needed in order to implement finalized and approved training program. Build a training resource network with vendors, and maintain relationships with external/internal program consultants/providers/SMEs when applicable. Oversee the deployment of all logistical requirements and preparations for training programs under the assigned cluster or projects. Manages all program activities under their assigned program/account. Design new, develop existing and update outdated systems to improve training processes, making it more efficient and responsive in addressing operational concerns. Prepare reports, records and other related program documents as required. Training Analysis, Research, & Design Perform simple to complex training needs analysis (TNA) that may require various tools and processes Oversees individual, group and organization-based training and development needs analyses and assessments pertaining to communication and soft skills. Manage the analysis, research, design, work and performance of the cluster he/she is leading. Designs, reviews, provides, and revises, recommendations of training curricula for final approval by the Training Manager and Department head; formulates or reviews training outlines, and determines appropriate instructional methodologies and formats. Reviews and approves the developed Training Manuals and instructional materials, quizzes, computer-based training, videos, and other job aids; Expected to create programs Curriculum Development Interface with both operations and support management teams in assessing, identifying, and prioritizing the training needs, and aligning them with the company s business strategy. Oversee the development, design and implementation of cluster training programs. Responsible for the implementation and evaluation of the training program designed to track performance and identify quality opportunities. Meets with and assists operations in developing appropriate interventions to address performance gaps. Training Evaluation Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives. Reviews and recommends approval of training evaluation and assessment tools. Leads the meeting with Operations to ascertain agent/ learner s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Reviews and recommends, accountable for the success of the learning session. Responsible for the overall success of the 30-60-90 evaluation and measurement of his/ her cluster. Performs coaching sessions for TS/STS, TO, STO, Team Leaders and Shift Managers based on defined root causes and in order to achieve business objectives when relevant Responsible for the overall achievement of the intended learning and business outcomes by their assigned trainers, as well as for the evaluation and measurement of the agents and TLs performance under his/ her supervision. Performance Consulting Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation s communication training issues. Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decided the best intervention such as coaching or refresher training, ensuring effective measurement and tracking of success measures and impact to business. Leads the conduct of TNA for a particular process/account as directed by the Training Manager Primary Customer: Senior Operations Manager Scope: Account Impact: Account Level Recruitment Support Manages the deployment of their TS and STS in the Agent hiring process together with the Operations and HR Recruitment. Ensures documentation of the results of the Language Checks conducted within the day are shared to the appropriate business unit heads, managers, and other parties concerned. Responsible for the ensuring the consolidation and final draft of reports for business or accounts his or her cluster. Talent Management Overseas the hiring, interviews, and management of the members of their team Manages the capacity, planning, deployment, and staffing of their cluster. Administers/assesses trainers capabilities using tools internally designed to evaluate the trainer s competencies. Rates performance and creates developmental plan for training staff based on evaluated data from metrics and trending reports, data per training results and retention analytics. Observes, tracks, and monitors the performance of their team in line with regular performance reviews. Administrative Function Ensures that all relevant documentation before and after classes conducted by internal trainers and/or Training Providers are in order. Checks and validates performance and development plans for trainers based on evaluated all relevant data available. Coordinates and works with different support as well as operations departments in the effective management and implementation of their assigned training programs Responsible for maintenance and inventory of all L&D materials assigned to their team Schedules and adheres to schedule/ training calendar Writes post training reports to concerned business and department heads when relevant Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times. Client Interface Participates in hiring process with operations through Language Checks and Final Panel Interviews when applicable Coordinates with Operations and Quality Supervisors/Managers in tracking performance. Along with the Training Manager, Joins Operations in interfacing with current and prospective clients to ensure scoping of training segment of account. Participate in Network/Operations wide Training Content and Rollout planning for projects/assignments, which could include working on curriculum updates/revisions, testing computer-based Trainings and simulations. Works with Operations and Quality Supervisors/Managers to understand the largest problem areas pertaining to soft skills of the current agents, to institute into the training process through the design and implementation of refresher training for current certified agents. Participates and presents during client visits when relevant New Trainers Onboarding Oversees the New Trainer Onboarding Program and conducts evaluation report. Makes final recommendation to certify the same. Ensures training resources in their team are assessed and certified in a timely manner, and within the appropriate schedules. Professionalism & Ethical Conduct Must conduct self in the highest order of professionalism and take care of his/her credibility as mentor-teacher-trainer in face-to-face, online, and virtual scenarios Must not to go out drinking with his/her trainees while they are undergoing Foundation Training. Must wear decent, professional business attire at all times especially during conduct of training. Proper attire are clothing that do not call attention to self while taking away the learners attention away from the subject matter. Under the Code of Conduct, fraternizing with a trainee, direct report and colleague is subject to disciplinary action (warning to termination, depending on the gravity) Must be respectful to all employees at all times regardless of their diversity age, race, religion, ethnicity, and other elements defined in the code of conduct. This includes choice of words, tone and language both in oral and written forms. Must be a role model to his/her trainees on class attendance, punctual at all times SELF DEVELOPMENT Attends training meetings. Expands training knowledge through seminars and keeping abreast of current training issues. General Safety and Security Protects the organization s assets by upholding the principles of the Quality Information Security Management System (QISMS). Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization s business functions. REQUIREMENT Job RequirementKnowledgeEducational Qualifications A bachelor s degree in Education, Management, Marketing or Psychology or at least five (5) years of training experience equivalent. Professional QualificationsCertificates, Licenses, Registrations Recommended: o Train the Trainer Certified or Certificate o Communication skills training with V&A o Presentation Skills o Performance Coaching o Basic Supervisory Training or Certified o Basic Managerial Training o Performance Coaching Certification o Instructional Design LanguageEnglish Experience SummaryYears of Experience At least five years of communication training experience in the BPO setting. At least 2 years of supervisory experience in the BPO setting. Industry Worked (Optional)BPO SkillsMandatory SkillsCommunications Skills Excellent oral & written English (CEFR Level = C1) Expert business and technical writing skills Computer Skills Requirement: Expert in MS Office applications, especially with MS Excel, MS Word, Microsoft PowerPoint Able to facilitate courses/ modules using virtual classrooms platforms such as WebEx, blackboard, etc. Ideal: Familiarity with Articulate 360, Adobe Photoshop, Macromedia Flash or a similar software Project Management Trained on Project Management and/or Continuous Improvement/Six Sigma Competent and experienced in leading a project from proposal to completion. Experience/background in PERT/CPM/WBS and other project management tools Coaching and Performance Management Ability to diagnose performance gaps and identify the training needs of a team of trainers. Ability to prepare coaching plan to help the team of trainers improve their performance. Documentation and Administrative Skill Able to participate during training, orientation and awareness programs pertaining to QISMS. Able to report information security related incidents without any delay to the right authority. - Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality. Able to establish, implement and continuously improve the quality information security policies assigned to him / her. Conducts RCA and responds to CAPA Preferred Skills Training Needs Analysis, Instructional Design, Curriculum Development, Strong Innovative Mind; Independent, Critical, Analytical/Lateral Thinker, Influence, Negotiation, Stress/Crisis Management, Team player, Multi-cultural, Familiarity with ADDIE, 6Ds, and Adult Learning principles Location: BLR, AMR TECH PARK 2A 2nd FloorIndia If playback doesnt begin shortly, try restarting your device. 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