Manager Training - #116792

iQor (branded as iQor CXBPO™); Santa Rosa; On-site; PHP 80,000 - 110,000; Full time

Job summary

iQor CXBPO seeks a Training Manager to lead a large program launch and then manage a training department supporting a US-based wireless program. You will oversee trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.

You will plan new hire training, coach trainers, prepare reports for clients and internal leadership, and ensure effective training across over 700 agents.

Qualifications

• 5-8 years of experience in large call centers supporting US-based customers.
• Proven track record of being results-oriented and quality-driven.
• Ability to inspire trust and build relationships.

Responsibilities

• Plan and oversee new hire training and trainer assignments.
• Coach trainers to optimal performance.
• Prepare client and site leadership reports.
• Demonstrate strong presentation and communication skills.
• Interact with stakeholders at all levels.

Skills

Call center management

Results oriented

Relationship building

Education

Bachelor's degree or equivalent

Tools

Word

PowerPoint

Excel

Job description

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary

Plays a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. The Training Manager will be responsible for all aspects of training during and post launch including trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.

Responsibilities

• Plans new hire training including, class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
• Completes formal classroom observation and frequently evaluate trainer effectiveness.
• Coaches trainers to optimal performance.
• Attends trainer the trainer sessions and support on-going training and education of over 700 agents.
• Manages team members to achieve program initiatives as well as individual skill development.
• Identifies key area of opportunity, then implement and measure change.
• Participates in and / or contribute to business presentations as needed.
• Prepares reports for clients and internal site leadership.
• Expresses self through professional appearance and presentation.
• Demonstrates confident and commanding presentation skills.
• Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means.
• Be capable of interacting with a wide variety of internal/external individuals at all levels.
• Exhibits a solid understanding of performance management and employee development strategies.
• Have an established track-record and understanding for being results-oriented.
• Illustrated the ability to manage multiple priorities and a multitude of projects in a team environment.
• Experience in a Call Center Environment and/or Call Center Management.
• Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel.
• Expresses and understands the importance of flexibility to work long and irregular hours, strong analytical and problem solving skills and Interest and knowledge of call center operations.
• Performs other duties as assigned.

Skills Requirements

• 5-8 years of experience in large call center supporting complex business for US based customers.
• Track record for being results-oriented and quality-driven.
• Ability to inspire trust in addition to being able to build and maintain successful relationships.

Education Requirements

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.