JOIN US! BPO Training Manager - Ayala North Exchange

Essential Functions/Core Responsibilities 

• Responsible for selecting, training, developing, and managing performance of training staff; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work

• Oversee new hire, continuing education, program specific training, and other training as needed by the business

• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer attrition

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment

• Ensure effective, consistent communication with managers, peers, operations and other resource groups, including day-to-day interaction with clients.

• Develop and cultivate partnership with operations, other business units, resource units, and clients

• Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement

• Monitor and ensure completion of daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner

• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations

Candidate Profile 

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred

• Prior experience in customer service or call center environment preferred

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Knowledge of general Concentrix operating policies and procedures

• Ability to work a flexible schedule

• Travel required

Career framework Role 

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.