• Makes recommendations to the client for curriculum and training approach improvements.
• Work with operations to create value added training sessions and materials to meet company and client
  expectations.
• Partner with Workforce Management, Operations Management, and Recruiting to design and execute staffing
  ramps during seasonal peak call times.
• Deliver training to management level audiences, including areas such as processes and systems, policies and
  procedures, behavioral coaching and mentoring, time management, leadership development, etc.
• Drives adherence to Operations Playbook standards.
• Creates a disciplined training organization that mirrors operations and ensures all policies and procedures are
  correctly managed during new hire training.
• Responsible for respective department’s overall performance and for motivating team to exceed department
  goals and objectives.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job
  duties.
• Perform other duties as assigned by management
  
  
  
  Job's qualifications
• 4 years related training/operations experience, inclusive of 1+ years directly managing staff required.
• 5+ years related training/operations experience preferred.
• Extensive work experience as a Trainer preferred.
• Internal or external training experiences in a service industry, call center environment preferred.

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Summary Manage all aspects of training for one or more contact center locations. Plans, develops, and manages activities associated with the training and development of contact center Agents, Trainers, and Operations Management within company guidelines and client expectations. Ensures all client training deliverables are completed and will work across sites to ensure consistency in client training approaches. Evaluate, support, and coach Trainers to deliver interactive training sessions using the company’s training methodology.