Head Of Product Training

The Head of Product Training will manage and oversee the process of delivering client-provided product training to new staff entering campaigns within our call centre.

This role ensures the training is executed to the highest standards, that trainers are well-equipped to deliver the content effectively, and that training facilities meet the necessary requirements to support learning activities.

Training Delivery Management

1. Ensure that client-provided product training content is delivered to new staff in an engaging, consistent, and effective manner.
2. Oversee the scheduling, coordination, and execution of product training sessions, ensuring timely delivery in alignment with campaign start dates.
3. Manage and monitor the performance of trainers to ensure they have the skills, knowledge, and resources required to deliver high-quality training.
4. Ensure training facilities are fit for purpose, equipped with the necessary tools, technology, and resources to facilitate optimal learning conditions.
5. Collaborate with clients to understand the nuances of their product training and ensure all content is properly tailored for the call centre environment and our staff's needs.

Trainer Development and Oversight

1. Recruit, onboard and develop product trainers, ensuring they are adequately trained and equipped to deliver client-specific content.
2. Provide coaching, support, and regular performance evaluations for trainers to ensure they maintain high standards of training delivery.
3. Identify and address any skill gaps among trainers, ensuring they receive appropriate training to improve their facilitation techniques and product knowledge.

Quality Assurance and Process Improvement

1. Implement and maintain a comprehensive quality assurance process to monitor the delivery of product training, ensuring it aligns with client expectations and industry standards.
2. Regularly review and evaluate the effectiveness of training delivery through feedback from trainers, trainees, and clients, and make necessary adjustments to improve outcomes.
3. Identify process inefficiencies or bottlenecks in training delivery and implement improvements to streamline workflows and optimize training effectiveness.
4. Collaborate with clients to review training outcomes and performance data, adjusting delivery methods as needed to better meet business objectives.

Stakeholder Engagement and Communication

1. Work closely with clients to ensure alignment between training processes and client objectives, ensuring that product training content is delivered according to specifications.
2. Maintain strong relationships with internal teams, such as HR, Operations, and IT, to ensure training requirements are met and any operational challenges are addressed.
3. Regularly communicate with clients to gather feedback, address any concerns, and ensure the training program remains aligned with evolving business goals.

Facility and Resource Management

1. Ensure training facilities are equipped with the technology, learning materials, and tools necessary for effective product training delivery.
2. Maintain a detailed inventory of training resources, ensuring all equipment is regularly updated and functional.
3. Monitor the setup and organization of training spaces, ensuring they are conducive to learning and free from distractions.

Reporting and Compliance

1. Track training delivery, attendance, and performance metrics to ensure accurate reporting to both internal stakeholders and clients.
2. Provide regular updates and detailed reports to senior leadership on training progress, outcomes, and areas for improvement.
3. Ensure compliance with all regulatory requirements for training delivery, including maintaining proper documentation and reporting as needed.

Knowledge, Skills and Attributes

1. Strong experience in training delivery management, particularly within a call centre environment.
2. In-depth knowledge of adult learning principles and training best practices.
3. Excellent leadership and people management skills, with the ability to motivate, guide, and develop a team of trainers.
4. Ability to ensure the quality and consistency of training delivery across multiple trainers and training sessions.
5. Strong organizational skills with the ability to manage and coordinate multiple training sessions simultaneously.
6. Proficiency in learning management systems (LMS) and other training tools, with a focus on ensuring seamless training execution.
7. Strong interpersonal and communication skills, with the ability to effectively collaborate with clients, stakeholders, and internal teams.
8. Ability to identify areas for improvement in training delivery processes and adjust to improve results.

Education and Training

1. Bachelor's degree in human resources.
2. Project Management (Agile, PMP) advantageous.

Experience

1. At least 7 years of experience in a training management or leadership role, preferably in a call centre or customer service environment.
2. Proven experience managing training delivery processes and overseeing a team of trainers.
3. Strong background in coordinating and managing training logistics and ensuring training environments meet operational needs.
4. Experience working with external clients to deliver product-specific training programs and managing stakeholder expectations.
5. Previous experience with quality assurance processes and performance evaluations in a training setting.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Product Management

Industries

Professional Training and Coaching