Onsite Call Center Training Leader - Elevate Performance

careersus-teleperformance; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Teleperformance in the United States seeks a Training Operations Manager to support development, implementation and improvement of training within our contact center. This 100% onsite role is based in Fort Lauderdale and requires leadership of the training team, needs assessments, and close client collaboration to meet reporting deadlines.

The role emphasizes coordinating training facilities, resources, and continuous improvement, with potential travel and a fast-paced environment requiring

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.

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

Skills

Call Center Leadership

Public Speaking

Communication

Data Tracking

Travel Flexibility

Job description

Teleperformance in the United States seeks a Training Operations Manager to support development, implementation and improvement of training within our contact center. This 100% onsite role is based in Fort Lauderdale and requires leadership of the training team, needs assessments, and close client collaboration to meet reporting deadlines.

The role emphasizes coordinating training facilities, resources, and continuous improvement, with potential travel and a fast-paced environment requiring