Training Manager

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy which assists businesses in creating positive interactive and successful customer interactions using a blend of human touch and technology. Together were looking for a Training Manager to join their teams in Gdask.

Position: Training Manager

Location: Gdask Poland

Work Model: Fully onsite

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Oversee the performance of the trainers performance of new hire onboarding andreporting
• Represent Training team business reviews and report on progress and performance to allstakeholders
• Develop proactive training strategies to improve the quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the onboardingprocess.
• Assess mid and lowquartile knowledge gaps in order to recommend targeted training needsand provide improvement recommendations for any training materialor policy
• Oversee certification of the Training team
• Conduct monthly class observations of the trainers
• Ensure adherence of Training Team Key Performance Indicators
• Attend all Train the Trainers and trainingrelated meetings with Meta trainingteam
• Support the planning scheduling and coordination of all required training fortheir site
• Manage all aspects of the training program including planning designdevelopment implementation delivery and evaluation
• Identify appropriate training curricula for strategic training initiatives ensuring thattraining is appropriate to the training audience and designed to fulfill requirementswith the optimal delivery methodology
• Ensure complete accurate and timely data collection and communication by trainersMonitor new hire knowledge before and after training to help determine followuptraining required
• Participate in Quality Improvement plans and syncs
• Providing mentorship guidance and development to the training team
• Establishing team goals and working with direct reports on strategies for resultsdevelopment

REQUIREMENTS:

• Fluent English communication skills at least on a C1 level
• Minimum 3 years of managerial experience
• Excellent presentation skills
• Problemsolving strong communication stakeholder management project managementresource management
• Background in training preferred
• High level of energy drive enthusiasm initiative and commitment
• Demonstrated ability to perform well in a rapidly changing environment and across multiplesites/teams
• Proven track record of collaborating with crossfunctional groups to produce results
• Passion for ensuring a worldclass support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sitesor teams
• Ability to perform under pressure and pivot at short notice

BENEFITS:

• Fixed remuneration
• Freedom to implement your own ideas in a highly motivated team
• Close cooperation with other departments
• A demanding and comprehensive area that encourages shaping customer service for our keypartner
• Internal training and learning opportunities
• Career opportunities in an international company
• Committed and motivated Team
• A modern office in the Olivia Business Center complex with modern workplaces as well as freedrinks and fruit
• Private medical healthcare