Summary:

To ensure success, the Training Manager is expected to understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce. Must have the ability to multitask and adapt in a fast-paced environment.

Essential Functions:

• Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.
• Develop individualized and group training programs that address specific business needs on various skills, policy, and compliance areas.
• Develop training manuals that target tangible results.
• Implement effective and purposeful training methods.
• Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
• Assess employees’ skills, performance and productivity to identify areas of improvement.
• Effectively manages and grooms Trainers to excel at their tasks.
• Drive brand values and philosophy through all training and development activities.
• Effectively communicate with team members, trainers, management and clients.
• Create a curriculum to facilitate strategic training based on the organization’s goals.
• Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
• Effectively handle training audits, maintain and organize all data required.
• Manage the technologies and technical personnel required to develop, manage and deliver training.
• Keep abreast of training trends, developments and best practices.
• Regular attendance and timeliness are required due to the production-based nature of the business and client requirements.
• Regular communication with clients to ensure satisfaction and effectiveness of all training programs.

Qualifications and Skills:

• Bachelor’s degree or equivalent preferred.
• Minimum 2 years’ experience in a similar BPO role.
• Excellent verbal and written communication/interpersonal skills. Ability to communicate with internal and external customers in an effective and professional manner.
• Excellent written, verbal and interpersonal communication skills.
• Superb track record in developing and executing successful training programs.
• Critical thinker with innovative problem-solving skills.
• Highly computer literate with proficiency in MS Office and related business and communication tools.
• Familiar with traditional and modern training processes.
• Fantastic organizational and time management skills.
• Strategic and creative mindset.
• Meticulous attention to detail.
• Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures. 

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.

• Some travel maybe required

Physical Requirements

While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys.  The job requires extensive use of keyboards and computers.  

It is important to note that the position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the company.