Job Description

Title: Training Manager
Department: Training
Reports to: Regional Training Manager
Type: Full time job, Onsite.
Support Services Group is looking for a highly energetic and collaborative Training Manager. The Training Manager is responsible for increasing employee engagement by leading a team of trainers that are responsible for teaching new skills and knowledge to our new employees, as well as up training our current employees. This position will be primarily responsible for overseeing training our new agents but will also collaborate with site leadership for other training initiatives.
Duties

• Planning, organizing, and directing a wide range of training activities.
• Understanding how adults learn, and proactively creating effective training for adult learners.
• Developing management processes to ensure delivery of accurate, complete and timely training products.
• Managing training for a complex work environment with a rapid pace of changes to materials and system changes.
• Evaluating the training program to ensure it is aligned with the contract requirements and that all contract requirements for training are being carried out.
• Audits training classes to ensure professional presentation methods are consistently leveraged as well as consistent delivery of training material.
• Provides guidance and assists with updating training material to keep current on new topics and techniques.
• Maintain training report up to date.
• Ability to provide leadership to personnel in a fast-paced and stressful environment.
• Identifying the learning needs of the call center agents and proactively recommending training needs based on current activities that may impact the call center.
• Perform other duties as assigned.

Requirements

• BPO experience is a must.
• Prior experience leading training teams in a high-volume environment
• Energetic and motivating personality
• Organized. Excellent time management
• Capable of working with minimal supervision
• Strong teaching ability
• Experience using Excel, Word, Power Point, Teams, etc.
• Available to work Monday through Friday with weekends as necessary

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

Skills Required