Job Description
- Develop and execute a forward-thinking training and development strategy that supports organizational objectives and addresses skill gaps across departments.
- Lead a team of training specialists, providing mentorship, guidance, and performance management to ensure high-quality training delivery.
- Lead the design, implementation, and evaluation of training programs, ensuring they are impactful, engaging, and tailored to diverse learning styles.
- Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making continuous improvements as needed
- Promote a culture of continuous improvement by facilitating workshops, seminars, and other learning opportunities that encourage knowledge sharing.
- Monitor, track and report on new hire and tenured agent performance and provide recommendations on continued improvements as needed
- Stay abreast of industry trends and best practices in training and development to ensure training programs remain competitive and relevant.
- Design and curate engaging training materials and resources, leveraging modern instructional design techniques and technologies.
- Facilitate and observe training sessions, ensuring a positive and impactful learning experience for participants.
- Collaborate with department leaders and subject matter experts to identify training needs and tailor programs to address specific skill gaps and development opportunities.
- Conduct needs assessments to identify skill gaps and recommend appropriate training solutions
Qualifications
- 5+ years of experience in training and development in the business process outsourcing space, with a proven track record of designing and implementing successful training programs
- Proven track record of designing and implementing successful training programs that drive employee performance and engagement.
- Strong knowledge of adult learning principles and instructional design methodologies.
- Exceptional communication and interpersonal skills, with the ability to present ideas clearly and inspire others, building relationships at all levels of the organization
- Strong leadership capabilities, fostering collaboration and building trust among team members.
- Proactive and results-oriented, with a commitment to achieving organizational goals.
- Focused and adaptable, with a strong ability to manage multiple priorities and deadlines
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other training software
- Familiarity with e-learning development tools (e.g., Articulate, Captivate, Vyond, etc.)
- Experience in data analysis to assess training effectiveness and impact
- Commitment to fostering an inclusive and supportive workplace culture
- Willing to work onsite and on shifting schedules and holidays