Training Manager

3 weeks ago

San Antonio, United States ICF Full time

The Training Manager for the ORRNC plays a crucial role in enhancing employee skills, productivity, and overall performance. As a Training Manager, you will be responsible for identifying training needs, designing relevant programs, assessing their impact, providing oversight, and ensuring successful implementation. Your focus will align with the organization’s business objectives, ensuring that training initiatives contribute to the achievement of our goals.

Responsibilities:

Conduct job analyses, career path assessments, and annual performance appraisals to determine future and current training requirements. Collaborate with line managers and other stakeholders to understand specific training needs within the organization. Create individualized training and development plans based on identified needs. Design training programs that address specific industry challenges and enhance employee skills and knowledge. Deploy a wide variety of training methods, including: Classroom Training: On-the-Job Training (OJT), E-Learning, Mentoring and Coaching, Simulations and Role-Playing, Gamification, Peer Learning Groups Ensure the training initiatives are aligned with business goals and employee. Evaluate the impact of training programs on employee performance, loyalty, and overall quality of work. Continuously assess and adjust training strategies to optimize results. Ensure consistency, quality, and compliance with organizational standards. Collaborate with subject matter experts and trainers to maintain program excellence. Manage training budgets efficiently, allocating resources effectively to maximize training outcomes. Stay abreast of industry trends, best practices, and emerging technologies related to training and development, and utilize this knowledge to enhance the ORR’s training initiatives. Serve as a liaison with contracted trainers to ensure the quality and comprehensiveness of training. Stay informed about changes in ORR policy and create training programs to update staff accordingly. Strong interpersonal skills to collaborate with various stakeholders, including department heads, trainers, and employees. A genuine commitment to the mission of the ORR and a desire to contribute to the well-being of refugees and displaced individuals. Develop specialized training modules for call center staff, focusing on: Effective communication with clients and stakeholders. Customer service techniques and empathy. Critical thinking skills specific to call center scenarios. Collaborate with call center managers to address specific challenges faced by call center agents. Monitor call center performance metrics and tailor training programs to improve call handling efficiency. The ability to adjust training approaches based on evolving needs, emergencies, or unforeseen circumstances.

Qualifications:

Bachelor’s degree in business, leadership, human resources, development, or education (applicable master’s degree preferred) or relevant experience. Proven experience in training and development, preferably in a government or humanitarian context. Must have 3 years of contact center experience. Demonstrated leadership and team management skills in conducting training sessions within a face-paced environment. Must be capable of successfully completing a Public Trust clearance or held one within the past 2 years.

Preferred:

Familiarity with instructional design principles and adult learning theory. Certifications such as Certified Professional in Learning and Performance (CPLP) or similar credentials are desired. Experience with learning management systems (LMS) and training software.

#OREVT

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