Global Training Manager

3 weeks ago


Lawrenceburg, Indiana, United States Rostam Direct LLC Full time
Job Summary

We are seeking a highly skilled Global Training Coordinator to oversee and manage all training programs for our Global Contact Center. This is a key role that requires strong leadership and organizational skills, as well as the ability to develop and implement effective training programs.

Key Responsibilities
  • Develop and implement training programs for contact center personnel, including new hire training and specialized training for agent growth.
  • Oversee the training process with overseas 3rd party vendors and ensure consistency across all sites.
  • Hire, train, and supervise trainers across all 3 sites in conjunction with Site Coordinators.
  • Develop evaluation tools to gauge training effectiveness and identify opportunities for improvement.
  • Partner with QA and Site Managers to develop the QA coaching function as an extension of training.
  • Conduct train-the-trainer sessions to keep trainer skills current and observe trainers in action.
  • Conduct complex trainings or off-site trainings for company partners and vendors.
  • Develop a certification process to reduce redundant training each season.
Requirements
  • Strong systems knowledge and presentation skills.
  • Strong problem-solving, research, and decision-making skills.
  • Maintains a positive attitude and strong interpersonal skills.
  • Organization and time management skills.
  • Excellent listener and strong oral/written communication skills.
  • Ability to lead projects and manage deadlines.
Competencies
  • Oral/Written Communication Skills – Ability to read and write.
  • Adaptability – Ability to handle change in routine or work rules.
  • Customer Focus – Oriented to serving the customer.
  • Problem Solving Skills – Ability to use good judgment when making decisions.
  • Detail oriented – Strong organizational and planning skills.


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