Learning Manager

Role and Responsibilities:

• Manages training programs and learning experiences for adult learners in a site.
• Hires, trains and supervises a staff of trainers.
• Develops/implements training programs for contact center personnel, which may include management development programs.
• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.
• Conducts the most complex training classes.
• Develops standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers effective.

Qualifications:

• At least 2 - 3 years’ experience in the role.
• Preferably with telco experience.
• Considerable understanding and knowledge of Customer Service, including but not limited to, phone support, phone handling, e-mail / chat support and English Communications and Management Principles and Practices.
• Experience in Training Program Implementation.
• Understanding of standards and process documentation.
• Ample experience in actual training of Adult Learning and Continuous Process Improvement.
• High level of conceptualization and planning skills.
• Strong analytical, problem-solving, and decision-making skills.
• Goal oriented with commitment to achievement and excellence.
• Effective in execution of plans assigned to him/her.
• Flexibility in training, schedules, and tasks and to the changing business environment as a whole.
• Effective Leadership and People Management.
• Strong customer service orientation