Job Summary

Responsible for managing the consistent implementation and delivery of training and performance improvements. Work to assess and execute strategies relating to trends, opportunities and training needs. Measure and evaluate the effectiveness of training programs.

Responsibilities

Partner with the Senior Management on curriculum reviews and additional training requirements.Work closely with the Senior Management to assess performance, identify gaps and key drivers, and recommend training solutions and other related strategies for enhancing performance.Work with managers to ensure successful implementation of the training curriculum and Leadership Development curriculum.Define business and performance objectives for all relevant training initiatives.Assess student performance during training, and thereafter, to provide relevant coaching and development.Measure and evaluate the effectiveness of training in achieving desired outcomes.Partner with peer training managers on shared queue responsibilities.Keep abreast of current learning and performance strategies, delivery methods, and techniques.Determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives.Manage external resources, as needed, to maximize cost effectiveness and quality.Facilitate training from time to time.Perform other duties as required.

Qualifications

Required Qualifications

Education:

• Bachelor’s degree in Human Resource Development, Business Administration or related field, or equivalent experience

Experience:

• 5+ years of training experience
• 3+ years of management experience
• 2+ years of project management experience
• Call center experience required

Skills:

• Ability to communicate clearly in writing and verbally
• Ability to interact with executive, management and company personnel
• Ability to engage professionally with the public
• Ability to maintain confidentiality
• Ability to make decisions and solve problems under pressure
• Ability to manage multiple projects and meet deadlines
• Ability to operate personal computer, spreadsheet, database and Windows applications
• Ability to prioritize, organize and work independently
• Ability to lead and manage teams
• Advanced skills in evaluating training impact
• Advanced skills in team building, relationship building, facilitation and presentation
• Knowledge of adult learning principles and facilitation techniques
• Proficiency in MS Office and related software