Training Manager

Role Purpose

Coordinate and prioritize the implementation, delivery and quality of all sales, customer service, and process training to all call center employees within designated region. Accountable for career development training programs and consistent execution of agreed upon training standards. Drive business with effective project management of day to day responsibilities. 

Key Accountabilities

Ensure the training team executes agreed upon standards for desired sales and customer service strategies. Communicate objectives and expectations of each curriculum/change to training teams for appropriate delivery. Ensure internal requirements developed to drive revenue, minimize average handle time, show importance of call quality, and increase customer satisfaction. Observe classroom delivery, gauge effectiveness of different methodologies and curriculums and provide feedback to BP&T. 30%

Coordinate and maintain global/regional training calendars and provides local or regional resources where necessary. Create cross training, cross-utilization, and career pathing plans and act as a resource for training staff development and surfacing train the trainer needs to Business Processes & Training (BP&T). Ensure the right trainer is in the right place at the right time. 20%

Assess needs and design employee development curriculum to support succession planning and career development. Coordinate instructor availability, course offerings and evaluate effectiveness. 15% 

Manage all aspects of team performance for maximum revenue enhancement and efficiency. 10%

Identify and surface performance gaps within designated centers/region for opportunities to improve or initiate ongoing and refresher training, ensuring a high degree of customer service excellence. 10%

Effectively manage projects related to special training events and agent incentives to take advantage of global and regional scale where applicable. 5%

Provide feedback in the development of new versions and modifications of applicable systems. Support interests of end users in driving for a successful completion and coordinate user acceptance testing. 5%

Consistently and effectively communicate with center management, including operations managers of each department, and corporate functional teams regarding progress and status of job responsibilities and assigned special projects. Make decisions regarding priorities for center-specific training in conjunction with center directors and managers. 5%

Key Skills & Experiences

Education –

4 years further education/college degree preferred with emphasis in sales, training development, and/or education curriculum. Equivalent work experience maybe substituted for education.

Experience –

3-5 years Sales or Contact Center training experience and supervisory experience.

Technical skills and Knowledge –

• Demonstrate a solid understanding of the hotel and contact center business
• Exhibits a professional appearance and classroom presence
• Knowledgeable of latest industry trends and competitor best practices
• Ability to drive desired behaviors through effective training methodologies and delivery
• Demonstrate problem solving skills necessary to develop and implement successful and effective learning events
• Ability to motivate and create an atmosphere that is conducive to learning
• Recommends alternative learning medium
• Strong understanding of current systems, MSOffice Applications and some knowledge of other systems as appropriate
• Excellent communication, negotiation, including effective presentation skills
• Proficient in prioritizing and managing multiple projects and deadlines
• Flexible, dependable, and capable of handling multiple tasks with varying degree of complexity
• Flexible to travel and participate in work teams across the globe
• Excellent facilitation and interpersonal skills
• Ability to establish effective working relationships with immediate team members, remote sites, corporate functional teams