Call Center Training Manager

at Arvato Digital Services

Kitchener, ON

Posted on Mar. 20, 2017

Full Time

Call Center Training Manager

Position Summary:
Train and facilitate adult classroom training in support of client programs to ensure superior workforce preparation; specifically with front-line representative level employees (agents, advocates, representatives, support engineers).

Overall Responsibilities:
• Conduct orientation sessions and arrange on-the-job training for new Trainers
• Evaluate instructor performance and the effectiveness of training programs, providing recommendations for improvement.
• Develop and Manage testing and evaluation procedures for knowledge transfer.
• Conduct or arrange for ongoing technical training and personal development classes for staff members.
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.
• Develop and organize training manuals, multimedia visual aids, and other educational materials.
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
• Analyze training needs to develop new training programs or modify and improve existing programs.
• Review and evaluate training and apprenticeship programs for compliance with government standards.
• Train instructors and supervisors in techniques and skills for training and dealing with employees.
• Coordinate established courses with technical and professional courses provided by community schools and designate training procedures.
• Ensure accurate and complete Financial management for self and department
• Attends all appropriate training meetings including internal/external account
• Conducts Client and Internal Presentations for programs including business reviews.
• Coordinates and Maintains Training Delivery Calendar and work assignments for Trainers including ramp plans, room, trainer and other resource requirements.
• Provides program specific training to support staff as needed.
• Conducts Analysis of Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
• Consults with internal customers and develops custom courses to meet specific business needs
• Successfully Completes all required training including program specific, organizational and training manager development content, as required
• Ensures that all issues and requests for service are processed correctly and in a timely manner
• Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
• Demonstrates a strong customer service orientation and takes task ownership
• Creates a positive impression of arvato service and client, through words and actions
• Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary.
• Monitor student progress throughout duration of training, providing coaching and developmental feedback.
• Oversees Learner process and Progressive Discipline or Performance Management during training cycle including in class and a-bay.
• Coordinates transition of students from training to work environment, ensuring competency levels are sufficient.
• Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
• Present Learning results, trends, schedule in various meetings including client and leadership
• Work closely with Instructional Designer or Training Manager (internal or client) to develop classroom delivery strategies including multi-media preparation.
• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
• Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
• Ability to travel and schedule flexibility (domestic and international)
• Responsible for day-to-day functional supervision of trainer and non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Knowledge, Skills, Abilities
• Excellent written and oral communication skills
• Ability to gather and analyze data and make recommendations to manage growth and change
• Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
• Qualitative and quantitative analytical skills
• Ability to maintain professionalism at all times, make decisions and work without supervision
• Ability to successfully gather and analyze information to effectively diagnose the customer’s problem
• Makes timely, practical, and cost-effective decisions, and facilitates others in doing so
• Takes responsibility for his/her actions, and willing accepts constructive criticism
• Strong mentoring skills, presentation and team building skills
• English Proficiency & Comprehension (spoken and written)
• Bi-lingual skills as required

• Four or more years experience as a contact (call) center Training and Development Manager
• Previous Corporate Training Experience
• University degree or equivalent work experience
• Successfully completed form Train-The-Trainer Program or Certification, desired
• Relevant experience with specific client program or client’s industry, preferred

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1. Fill out the "Quick Apply" Form, attached resume, and select "Apply Now" to apply via email.
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