About This Role
This training manager role involves leading the training efforts for customer service agents. The manager will be responsible for designing, delivering, and continuously improving training programs, conducting needs assessments, and evaluating training results.
Responsibilities
- Hire, manage, coach, and develop a team of trainers
- Oversee the delivery and ongoing improvement of training programs and individualized learning
- Analyze training needs and recommend corresponding learning solutions
- Ensure the utilization of a variety of instructional methodologies and learning theories
- Supervise, coordinate, and participate in the development of training content
- Monitor and review the progress of trainers, trainees, and training classes
- Analyze quantitative and qualitative data to evaluate the effectiveness of training
- Track training benchmarks and create corresponding measurement reports
- Assign training tasks prior to, during, and after training to ensure they are completed successfully and in a timely manner
- Collaborate with peers within the Training & Development Team to support the broader organizational training strategy
- Create and maintain a positive and professional learning environment
- Work to expand knowledge of, and stay current with training best practices
- Perform other duties as assigned
Requirements
- Bachelor’s degree or a minimum of 5 years training experience; or equivalent combination of education and experience
- Demonstrated leadership skills in a Contact Center
- Familiarity with instructional design, learning theory, and training best practices
- Excellent facilitation skills; excellent verbal and written communication skills
- Strong computer literacy skills; proficiency in MS Office products: Word, PowerPoint, Excel
- Exceptional organizational skills and the ability to be self-directed
About the Company
TransPerfect is a company that values its employees and has over 100 offices, each with its own identity and rewards.
