Training Manager

4 weeks ago

Dublin, Ireland Teleperformance Full time

MAIN
RESPONSIBILITIES
(Non Exhaustive) :

- Provide an overview of performance of
Training team on bi-weekly basis
- Oversee performance of the trainers,
performance of new hire on-boarding, and reporting to Meta Training
Team
- Develop proactive training strategies to
improve quality metrics of the agents
- Perform root cause analysis of the
accuracy of new hire performance during the on-boarding process.
Assess mid and low quartile knowledge gaps in order to recommend
targeted training needs, and provide improvement recommendations
for any training material or policy
- Oversee certification of the OS Training
team, and Senior Agents (Senior Agent) in liaison with their
Business Partner
- Conduct monthly class observations of the
trainers, each trainer should have 3 quarterly
observations
- Discuss/review with Meta
trainers on class observation process
- Ensure adherence of Training Team Key
Performance Indicators
- Attend all Train the Trainers and
training related meetings with Meta training team

- Attend and participate on Global Quality
Calibration Session
- Attend Weekly Business Reviews, and
Monthly Business Reviews
- Support the planning, scheduling, and
coordination of all required training for their
sites
- Manage all aspects of the training
program including planning, design, development, implementation,
delivery and evaluation in liaison with their Business
Partner.
- Identify appropriate
training curricula for strategic training initiatives, ensuring
that training is appropriate to the training audience and designed
to fulfill requirements with the optimal delivery
methodology
- Ensure complete, accurate
and timely data collection and communication by
trainers
- Develop and coordinate the
execution of the on-boarding plans as well as the targeted training
plans
- Monitor new hire knowledge before and
after training to help determine follow-up training
required

Security Role and
Responsibilities

According to the Personal Data
Protection Act, the Site training and quality Manager is committed
to:

- Process personal data, customer data and
data relating to procedures and business of the company in
accordance with the law on the protection of personal data, the
internal regulations, the security policy and the company's IS
usage charter.
- Protection of personal data, customer
data and data on the internal functioning of the company by
ensuring the confidentiality of such information, which is brought
to the attention of the employee in the course of his duties, even
after the contractual relationship between the company and the
employee has ended.
- Inform his immediate
supervisor of potential threats and plausible incidents that may
affect the normal course of work and the secure processing of
data.
- Ensure the proper handling of information
and use of IT resources, applying all applicable rules and
established procedures.
- Participate in company-organized security
training, including training on data protection and
processing.

SKILLS AND
PREREQUISITES :

ØConditions of access to the position

- Education : 4 years of higher education in Human
Ressources, Management, or Quality experience

- Experience
: Minimum 5 to 7 years in total including 3 to 5 years in
training

ØKnowledge and know-how

- Training
- Knowledge of quality standards
- Management Skills
- Audit skills
- Analytical skills
- Synthesis Skills
- Risk management
- Communication
- Innovation
- Conflict
management

ØPersonal skills

- Results orientation
- Team spirit
- Autonomy

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