Senior Training Manager

The purpose of the position is to successfully manage a dynamic Training Department; provide leadership, mentoring and customer issue resolution. Develop and manage a team that maintains positive customer relations, coordinates with various functions within the company to ensure Training-related requests are handled appropriately, and in a timely manner.Spearheads analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Account Associates; recommend appropriate learning and job support solutions.Collaborates with manager, support, and mentor the company’s trainers across locations.Assigns resources; sets timelines and deadlines; tracks projects and schedulesSets and maintains training standardsManages the creation and maintenance of all training templates.Assures communication among all partiesApproves learning and support materials as appropriate; sets forth a document review cycle and methodologyProvides expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.Leads the streamlining of current reference material and documentation; identify the need for new job aids, etc.Acts as process analyst by identifying efficiency gains driven by quality initiatives.Collaborates with the management, Human Resources, Operations, and Marketing to provide for a continuous feedback loop related to desired competencies, entry requisites, work processes, etc.

Requirements

Bachelor’s degree with a minimum of 5-10 years Training related experience in the BPO industryAt least 3-5 years experience in Managerial capacityMust have experience in Training handling Telco programStrong analytical, problem-solving and decision-making skillsExperience in handling multi program and multi sites is an advantage/preferred