Assistant Manager Training

As our new Assistant Training Manager, you will take a leadership role in the development and execution of training for a multi-client portfolio within our aviationfocused contact center. You will drive knowledge creation, transfer, and elevation, improving the overall training effectiveness and methodology. Your key responsibilities will include people and content development, learning and development (L&D), and ensuring the consistent achievement of training SLAs and audit compliance. You will also manage a team of multi-language Trainers and Assistant Managers to support effective training delivery.

Key Responsibilities:

Training Development & Delivery: Lead the development, implementation, and improvement of training programs for various clients. Oversee training schedules, resources, logistics, and constant liaison with HQ to ensure seamless delivery.

Team Leadership: Provide daily leadership and oversight to a team of Trainers and Assistant Managers to ensure effective multi-lingual, multi-environment training delivery.

Budget Management: Ensure trainer support ratios align with business needs across multiple accounts, while managing budget constraints effectively.

Metrics & Continuous Improvement: Monitor the effectiveness of training programs through metrics, KPIs, and evaluations. Utilize this data to refine training delivery methods and improve future programs.

TNI & Refresher Plans: Collaborate with the team to create robust Training Needs Identification (TNI) and refresher plans to elevate agent performance in both classroom and remote settings.

Adaptability & Flexibility: Foster a flexible team structure that adapts to changing business needs, using technology, mobility, and cross-skilling to improve efficiency.

Trainer Development: Select, lead, and evaluate Trainers, providing feedback to enhance their performance and facilitation skills.

Process Improvement: Identify and implement projects that improve training effectiveness, particularly in areas affecting throughput, attrition, and other key metrics.

Motivation & Mentorship: Mentor and motivate the team to consistently meet and exceed KPIs as per client expectations.

Stakeholder Management: Prepare and lead internal and client business reviews. Manage escalations, providing relevant feedback to clients and senior management.

FMEA Implementation: Conduct Failure Mode and Effects Analysis (FMEA) to identify and address training delivery challenges. Design and implement action plans to overcome these challenges.

Candidate Profile:

Experience: Minimum 3-5 years of experience in a similar management role, particularly in a multinational environment.

BPO/SSC Expertise: Proven experience in the BPO or Shared Services Center (SSC) industry, with exposure to global brands/clients.

Leadership Skills: Strong team and people management skills, with the ability to lead a diverse, multi-cultural team.

Adaptability: Capable of adapting to fast-paced environments and navigating changing market requirements.

Organizational Skills: Demonstrated ability to manage multiple competing priorities and deliver quality outcomes.

Cultural Awareness: Experience in working effectively in a multi-cultural team environment.

Development Focus: Skilled in assessing and developing individual and team capabilities, fostering a motivating environment.

Innovative Mindset: Role model in promoting new ideas and driving positive change.

Language Skills: Fluency in English is required. Knowledge of additional languages is an advantage.

What We Offer:

Competitive salary package.

Career growth opportunities within a rapidly expanding international organization.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds