Training Assistant Manager

Role Overview

• Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
• Set the example for what "Best in Class" training facilitation, content, and workshop development
• Develop and grow a team of Frontline Trainers (virtual and onsite)
• Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance
• Audit use of Standard Operating procedures to ensure organizational success
• Execute and validate trainer readiness, delivery, and training tools implementation
• Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
• Understanding of contact center ramps and peaks. Ability to flex needed skills and priorities to meet fast paced environment.
• Utilization of adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs
• Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization
• Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting
• Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
• Provide accurate reporting and records regarding training performance and day over day needs
• Ensure team completes all payroll tasks daily and accurately
• Work with Training Managers to identify implementation needs for standard operating procedures, Trainer development, day to day tasks
• May be required to facilitate classes as needed

Requirements

• A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
• Undergraduate degree in Instructional Design, English or a related discipline.
• A minimum of one year in supervisory role-preferable training or operations
• Virtual online experience in blogging or teaching
• Ability to build rapport in an online virtual environment
• Excellent oral and written communication skills at all levels of the organization.
• Ability to understand Standard Operating Procedures and when to ask for guidance
• Ability to adapt and implement changes on the fly
• Outgoing personality
• Experience in developing and onboarding trainers in virtual or brick and mortar environment
• Demonstrated presentation and facilitation skills
• Ability to multitask and deliver deadlines and results in a fast-paced environment
• Experience in leading multiple simultaneous new hire classes
• Proven success in training throughput and 90-day KPI proficiency
• Understanding of training and financial impacts with attrition
• Proficiency in Microsoft Office applications including Adobe Connect, Excel and PowerPoint
• Schedule Flexibility. Training classes are AM and PM and could include weekends.

Benefits

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Professional development opportunities