Training Assistant Manager
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Job Description
Assistant Manager - Training responsible for overseeing trainers and ensuring effective training programs. Join Everise, enhancing customer experiences across various industries.
Responsibilities:
- 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
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