Business Interlock Associate

Job Description
– Client facing role, manages team of trainers and content developers/writers.
– Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs.
– Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.
– Generates, reviews, and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients
– Maintains collection and tracking of relevant Training data
– Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees’ performance

Skills and Qualifications:
– At least 7 years overall work experience; 5 years leadership experience
– At least 2-3 years of work experience in the Contact Center / BPO industry
– At least 2-3 years of training or teaching experience
– At least 3 years training management experience is required
– At least 3 years of experience in business training, professional development, research and workshops is good to have but not required
– Excellent presentation skills
– Ability to implement end to end training needs analysis (TNA)
– Ability to analyze performance trends and implement intervention programs to address performance gaps
– Knowledge of Adult Learning Theory