Training Manager - English - Penang

Teleperformance; México; Presencial; MXN 600,000 - 800,000; Jornada completa

Descripción de la vacante

A global contact center solutions provider in Mexico is seeking a Training Manager to enhance operational efficiency and foster professional growth. Responsibilities include developing comprehensive training strategies, delivering engaging training sessions, and collaborating with stakeholders to align initiatives with business objectives. Ideal candidates will have significant experience in training within the contact center industry, exceptional communication skills, and the ability to motivate teams. Competitive benefits are offered.

Formación

• 5 years experience in contact center training and development.
• 2 years experience as a Training Manager.
• Strong understanding of contact center processes.

Responsabilidades

• Develop and implement training strategies aligned with organizational goals.
• Create engaging training programs for onboarding and ongoing upskilling.
• Conduct training sessions through various mediums.

Conocimientos

Training and development

Client relationship management

Presentation skills

Curriculum development

Data analysis

Leadership

Learning management systems

Flexibility

Educación

Bachelor's degree

Descripción del empleo

Qualifications

Requirements:

• Bachelor's degree
• Proven experience in training and development, with at least 5 years in the contact center industry and a minimum of 2 years of experience as Training Manager.
• Strong understanding of contact center processes, client relationship management, and industry-specific challenges.
• Exceptional presentation and communication skills, both written and verbal.
• Proficiency in instructional design, curriculum development, and e-learning tools.
• Ability to analyze data and draw insights to tailor training programs for optimal results.
• Leadership qualities, with the ability to motivate and inspire teams to achieve excellence.
• Tech-savvy, with familiarity in using learning management systems and multimedia tools.
• Flexibility to adapt to evolving business needs and a fast-paced contact center environment.

Responsibilities

Responsibilities:

As a Training Manager, you will be at the forefront of fostering professional growth and enhancing operational efficiency. Your key responsibilities will include:

• Training Strategy: Develop and implement comprehensive training strategies aligned with organizational goals, focusing on improving employee skills, product knowledge, customer service, and process optimization.
• Curriculum Design: Create engaging and relevant training programs that encompass onboarding, soft skills development, technical expertise, and ongoing upskilling.
• Training Delivery: Conduct impactful training sessions through various mediums, including workshops, webinars, e-learning platforms, and one-on-one coaching.
• Performance Analysis: Assess training needs, track individual and team performance metrics, and adapt training methods to address skill gaps and enhance effectiveness.
• Content Development: Collaborate with subject matter experts to design and update training materials, ensuring they remain current and aligned with industry best practices.
• Leadership Development: Foster leadership skills within team members, preparing them for future growth and leadership roles.
• Stakeholder Engagement: Collaborate with operations, HR, and client representatives to align training initiatives with business objectives and client requirements.
• Feedback and Improvement: Collect feedback from trainees and stakeholders to continually refine training programs and enhance their impact.