Training Manager | Collections Campaign

Responsibilities:
Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required
Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of
a) conformance to curriculum/content delivery methods
b) calibrate & conform to client prescribed/mutually agreed qualitative standards
c) coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage
individual, group and class interactions
Assess/Analyze/Monitors participant and class performance – as measured by KPIs during Nesting/Classroom.
Prepare regular/accurate and meaningful internal and external reports related to training.
Plan and plot in for resources as required (weekly, Bi-weekly, monthly).
Prepare analysis & action plans to improve trainer/training delivery.
Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
Development of training for all aspects of client projects, including soft skills and technical skills.
Participate in routine client/learner interaction.
Perform other related duties and assignments as required and as assigned by supervisor or manager.
Our most successful candidates will have:
Earned a Bachelor’s degree in any field (Major in Education or Communication) preferred but not required.
At least 5 to 6 years of work experience with training, process transformation in a contact center environment, 3 years of which as a people manager.
Three to Four years of banking / financial services experience – particularly in collections.
Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
Strong English verbal and written communication skills
Strategic in developing solutions and process improvements
Willingness and ability to work in a shifting or graveyard schedule

Employment type
Full-time

Work arrangement
No