Responsible for the delivery of training curriculum to various audience members within the contact center including agents, supervisors, managers or quality team members.

Overall Responsibilities:

· Evaluate instructor performance and effectiveness of training programs
· Develop and Manage testing and procedures for knowledge transfer.
· Conduct ongoing training and personal development classes for staff.
· Confer with management and conduct surveys to identify training needs
· Plan, develop, and provide training and staff development programs
· Analyze needs to develop new or modify and improve existing programs.
· Review training programs for compliance with government standards.
· Train instructors and supervisors in techniques and skills for training.
· Ensure accurate and complete financial management for self and department
· Attends all appropriate training meetings including internal/external account
· Conducts Client and Internal Presentations including business reviews.
· Maintains work assignments for Trainers including ramp plans
· Provides program specific training to support staff as needed.
· Conducts Analysis of Training Effectiveness Surveys
· Develops custom courses to meet specific business needs
· Ensures that all issues and requests for service are processed correctly.
· Provides feedback to management regarding process improvements
· Demonstrates a strong customer service orientation and takes task ownership
· Oversees Learner process and Progressive Discipline
· Participate in client meetings for material and curriculum updates
· Present Learning results to business partners
· Utilize effective presentation skills including creative training techniques
· Ability to travel and schedule flexibility as needed.
· Responsible for day-to-day functional supervision of trainer group

Job Requirements:
 · Excellent written and oral communication skills
· Ability to gather and analyze data and make recommendations
· Experience in staff scheduling and management
· Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
· Qualitative and quantitative analytical skills
· Ability to maintain professionalism at all times
· Ability to develop effective solutions to difficult problems or situations.
· Makes timely, practical, and cost-effective decisions
· Structures basic information accurately and draws informed conclusions
· Is confident about his/her ability to contribute effectively
· Takes responsibility for his/her actions, and willing accepts criticism
· Strong mentoring skills, presentation and team building skills
· English Proficiency & Comprehension (spoken and written)
· Ability to gauge user ability and modify delivery skills accordingly

Education/Experience:

· Four years experience as a contact center Training and Development Manager
· Previous Corporate Training Experience