What you will be spending your time on:
Lead and inspire a team of trainers and instructional designers to create engaging and effective training programs for the Operations Customer Journey Department.
Provide Customer Journey Department with the most up-to-date training trends and methodologies to enhance their skills and performance (i.e.: Customer Journey Onboarding courses, Upskills courses, Ad hoc Trainings on various new services etc.).
Stay abreast of the latest training trends and industry best practices to ensure our programs are innovative and impactful.
Collaborate with the various stakeholders to understand their demands and needs, incorporating feedback into training strategies, and identifying/prioritizing training needs based on requests and business requirements.
Collaborate with the workforce management team (WFM) to align training programs with overall workforce planning and development strategies.
Work closely, guide and monitor the different hubs of Global outsourced trainer teams to ensure alignment with internal training standards and objectives.
Provide guidance and support to external trainers in global hubs, fostering a collaborative and effective working relationship.
Present progress reports to management, providing insights on training effectiveness and improvements.
For this role you are also:
Develop and implement strict KPIs to measure the success of training initiatives, utilize data on performance KPIs to assess the impact and effectiveness of training programs.
Create methodologies and best practices for training associates, ensuring consistency and alignment with organizational goals.
Prepare and present reports to management regularly, highlighting successes and areas for improvement.
Have you done this kind of stuff?
3 years of proven experience and robust background in leading training teams, with a focus on global companies.
Strong leadership and team management skills.
Excellent English communication and presentation skills at a very high level both verbally and written.
Bachelor’s degree in a related field; Master’s degree preferred.
Ability to analyze data and draw meaningful insights for continuous improvement.
Demonstrated ability to work collaboratively with cross-functional teams.
Familiarity with workforce management and planning.
