Training Manager (Onsite)

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

WHO WE ARE:

Welcome to ContactPoint 360, the world’s fastest-growing global BPO. At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out her Youtube video:

https://youtu.be/AsPjX-5uyQQ

Who Are We Looking For?

Responsible for applying needs analysis and consulting skills to recommend optimal process solutions, work closely with operations, integrate training and quality activities along with operations objectives, report on performance of all assigned campaigns, formulate and implement procedures, process management goals and objectives, recommend modifications to organizational policies and procedures, advise, coordinate, plan and provide direction to work groups, prepare and present reports, prepare, communicate and deliver training courses, manage the production of marketing materials, direct, develop, on-board and evaluate new trainers.

Role & Responsibilities:

• Evaluate employees and identify weaknesses.
• Identify training needs based on needs.
• Based on research, plan and implement training programs that will prepare employees for the next step in their career paths
• Manage, develop, onboard and evaluate new trainers.
• Present all technical and supply training requirements.
• Encourage employees for training - Monitor employee attendance and performance.
• Track employee success and progress
• Manage the production of program marketing materials in collaboration with the marketing team.
• Communicate all training programs in a timely manner.
• Prepare and deliver training courses.
• Implement training KPIs
• Prepare and present reports on the training area
• Effectively perform other activities that due to the need of the service are designated by your line manager.
• Perform the requirements requested by your direct superior.
• Select, train, develop and manage the performance of direct subordinates.
• Advise, coordinate, plan and provide direction to work groups in accordance with organizational policies and legal requirements.
• Understand operational management to achieve profitability and customer satisfaction objectives
• Recommend modifications to organizational training and Quality policies and procedures and reinforce company direction, vision and values.
• Partner with process owners and respective support staff to formulate and implement process management procedures, goals and objectives.
• Generate reports on the individual performance of their direct reports as well as the performance of all assigned campaigns.
• Integrate training and quality activities along with operations objectives. 
• Generate presentations to existing and prospective clients on training and quality initiatives and methodologies. 
• Apply needs analysis and consulting skills to recommend optimal process solutions (training and operational processes).
• Work hand in hand with operations, making recommendations based on data analysis.

Apply Now!