Call Center Training Manager

Teleperformance USA; Florida; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits (medical, vision, and:

401(k) and retirement plans

Life insurance

Supplemental medical coverage

Critical care insurance

Pet insurance

FSA plans

Retailer discounts

Paid time off

Job summary

Teleperformance USA is seeking a Training Manager for an all-onsite role in Lauderdale area. You will develop instructional design, lead the training team, coordinate facilities, and ensure timely reporting for client programs.

The position requires 2+ years of call center leadership, strong communication skills, and a flexible schedule to meet business needs. Travel may be required; virtual management experience is a plus.

Qualifications

• Two years of call center leadership experience.
• Willing to travel and flexible with schedule.
• Experience using attendance and performance tracking systems.
• Virtual management experience preferred.
• Knowledge of employee relations, disputes and investigations.

Responsibilities

• Develop needs assessment and instructional design with delivery methods and post-training evaluations.
• Recommend solutions for performance issues and training opportunities.
• Maintain client reporting timelines and training event coordination.
• Lead and develop training team members.
• Ensure optimal utilization of site training facilities, processes, resources, and equipment.
• Conduct training needs assessments and oversee the training function.
• Provide support to Department Managers and Client Services in reporting.
• Conduct exit interviews and provide management feedback.
• Pursue new training approaches and process improvements.
• Address training issues and questions from leaders and staff about policies and laws.
• Maintain monthly training event reporting and disseminate updates to managers and teams.
• Manage payroll for Trainers across multiple locations.

Skills

Call center leadership

Leadership

Communication

Public speaking

Interpersonal skills

Attendance tracking

Virtual management

Employee relations

Data reporting

Payroll management

Flexibility

Tools

Attendance systems

Job description

Category : Training

Application Deadline

Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us.

Purpose

Assist with the development, implementation and improvement of contact center day-to-day Training operations.

This position is 100% onsite in N Lauderdale. Work at home is not available for this position.

Your Responsibilities

Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.

Recommend solutions for performance issues and potential areas of training.

Continue liaison efforts with client to ensure we meet all deadlines and expectations surrounding reporting and training events.

Manage, lead, motivate and develop training team members.

Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.

Conduct training needs assessments and oversee the training function.

Provide support to Department Mangers and Client Services in response to departmental needs and statistic reporting.

Undertake exit interviews with disembarking employees and provide feedback to management as necessary.

Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.

Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.

Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.

Manage payroll for Trainers across multiple locations.

Qualifications

At least two years of experience of call center leadership.

Ability to travel and be extremely flexible with schedule to accommodate business need.

Strong skill in using multiple systems to track attendance and performance.

Experience in virtual management (preferred).

Working knowledge of employee relations practices, including dispute resolution and investigation experience.

Demonstrated leadership capabilities.

Strong presentation and public-speaking abilities.

Strong verbal, listening, and written communications skills required.

Excellent inter-personal skills.

Excellent attendance history is required.

Soft Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.