Description
We are seeking a Training Manager to oversee the training of TransPerfect customer service agents in our El Paso, TX office. The successful candidate will be responsible for designing, delivering, and continuously improving training programs to ensure our agents have the skills and knowledge needed to provide exceptional service.
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 organisational 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 Centre
- 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 organisational skills and the ability to be self-directed