Training Manager
6 days ago
Overview:
**About Us**
**Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With nearly 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.**:
**Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 100 countries covering more than 97% of the total workforce.**:
**Our Work Culture**
At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.
- Autonomous - We encourage and trust your decision making skills.
- Progressive work environment
- If you have skills to prove we have all ladders for you to grow
- Flexible - We believe in results
- Innovative - All ideas matters
- Inclusive - Everyone is Included and everyone wins
**About the job**
**Benefits & Perks**
- Established career path supported by self assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan and the opportunity to grow in the organization.
- Paid 4 weeks training, 2 weeks leave.
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs
- Positive and supportive environment
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
**Schedule**
- Fixed schedule Monday to Friday 9am to 6pm.
- On-site
**Location**
Qualifications:
- C-level communication skills and proven experience of stakeholder management.
- Thorough knowledge of implementing and executing adult learning principles.
- Strong project management skills and client management experience is a must.
- Strong people management skills.
- Excellent verbal and written English skills.
- Ability to coach and mentor a team of trainers.
- Demonstrated skills of working around tough deadlines.
**Responsibilities**:
- Oversee a large team of Trainers who are responsible for Training new hire employees across the program.
- The training manager ensures that all programs are properly supported from a protocol and training perspective that delivers excellent service and client satisfaction.
- Develop training modules, lesson plans and materials including product training, policy refreshers, upskill and cross-skill training refreshers, and upgrading training modules as per changes in the client and business requirements.
- Develop testing strategies for employees in all training modules and ensure they are administered in a way that demonstrates knowledge and skill of the employees.
- Develop course modules to facilitate individual training sessions as required.
- Develop training material feedback and trainer evaluation sheet for trainers to complete and document their NH day-to-day feedback and progress.
- Develop a training strategy that blends the in class with the remote learning options.
- Drive implementation of Learning Management Software to enhance learning options and provide the training team with self directed learning opportunities.
- Attend client meetings to facilitate client expectations in inculcate in training modules.
- Manage the training team and training compliance & certifications.
- Measure and evaluate performance of the team, plan and execute team hiring and forecast team growth.
- Ensure communication of needs to all relevant stakeholders is smooth and progressive.
- Assist in developing and implementing protocol and training processes and/or procedures to improve operational efficiency/effectiveness at assigned sites.
- Collaborate with teams to identify training needs for each department. Identify with them the optimal approach and the appropriate type of training, depending on the needs.
- Drive development initiatives for new hires and interns to ensure their learning journey.
- Support teams in the creation and design of training.
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