Job Description
SUMMARY OF RESPONSIBILITIES
- Manage training programs and learning experiences for adult learners in a site
- Hire, train, and supervise a staff of learning managers
- Develop/implement training programs for contact center personnel, which may include management development programs
- Develop evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness
- Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources
- Design learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers
- Conduct the most complex training classes
- Develop standards for monitoring agents/representatives
- Ensure that feedback programs provide agents with guidance to correct problems
- Conduct train-the-facilitator sessions to keep trainers effective
WORK EXPERIENCE
- 3-5 years of proven success as a Senior Learning Manager with experience coaching, mentoring and developing others in a complex, fast-paced environment.
- Solid understanding of training processes and practices for adult learners.
