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Training Manager - Remote Canada



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The Training Manager oversees a group of Training Supervisors and is responsible for their overall performance and development, ensuring expected targets are achieved and maintained. As the Training Manager, you will be accountable for the development and delivery of training improvement to Transcom. In this role, you will also be responsible for the development and delivery of course content; the planning, delivery and evaluation of the related training; and for completing needs and gap assessments to determine course goals, and learning outcomes. This position requires effective leadership and efficient management skills.

Essential Duties & Responsibilities:

Communication

  • Keeping a high level of your own expertise, taking initiative to understand. 
  • Design full course curriculum to meet course goals.
  • Conducting needs/gap analysis for curriculum enhancement as well as for the development of skill maintenance programs.  
  • Conduct follow-up evaluations and analysis of participants’ understanding and mastery of new skills.
  • Maintain, modify and improve existing course materials based on trainer, trainee and manager feedback.
  • Ensuring all training material is up-to-date and accessible.
  • Escalating training deficiencies to TM
  • Maintaining and tracking reporting as it applies to the training process.
  • Handle escalations
  • Supporting the TM, PS, BM, and Trainer in setting any recursive or improvement training programs and action plans for agents.
  • Performing and participating in regular calibration, capacity planning, intraday, client, and train-the-trainer sessions, as required

Knowledge Management

  • Ensuring that knowledge about Client products is developed, validated and distributed to the internal team according to Client requirements
  • Implementing an ongoing knowledge management improvement cycle through collecting and analysing performance results and developing action plans 
  • Evaluating training and it effectiveness 
  • Collecting and updating new product information or procedures.
  • Testing procedure in production and suggest enhancement.

Training

  • Ensuring trainers are following Transcom’s training methodology and providing them continued feedback for improvement.
  • Oversees the planning and scheduling of training.
  • Ensuring trainers are following the training and development guidelines as defined by the company.
  • Developing and ensuring the proper creation of product training materials.
  • Delivering and overseeing the delivery of training (refreshers, new projects, new products etc) to all agents or managers as required
  • Setting up and implementing training follow-ups after all training is completed.
  • Continuously reviewing training policies and procedures to identify improvements
  • Participating in the creation of new procedures, routines etc…
  • Ensure all training trackers and completion rates are updated and maintained. 
  • Develop action plan and improvement initiatives to drive training performance and reduce the learning curve.

Quality

  • Calibrating with TQM, Team Leaders, Business Managers and client at regular intervals
  • Understanding and supporting client/company needs/requirements for improvement.
  • Defining and designing action plans for quality improvement together with TQM, Lead QA, Clients, Team Leaders and Business Managers. 
  • Ensuring follow through with action plan objectives and applicable consequences.
  • Provide feedback and analytics regarding quality and performances results
  • Coaching and team development 
  • Be proactive in analysing team performance, ensuring targets and expectations are met.
  • Understanding and supporting clients and company needs

Process & Integrity

  • Ensuring that Transcom standard procedures are implemented and complied with at all times.
  • Responsible for keeping and archiving a library of product knowledge material/modules.
  • Ensuring that all product material, equipment and logistics are available and updated before training sessions.

Additional Specific Duties & Responsibilities:

  • Promote a culture of quality and know-how for all products and services delivered to clients and customers. 
  • Ensuring that Transcom standard procedures are implemented and complied with at all times.
  • Maintain an environment of open communication to understand all necessary aspects and needs of your employees
  • Maintain a high level of professionalism by adhering to Transcom's Code of Conduct.

Key Metrics and Scorecard:

  • The ability to minimize class over class learning curve
  • Nesting metric performance compared to floor average and client targets
  • Training Retention
  • Team and program improvement
  • Quality of curriculum and delivery
  • Trainer CSAT and Performance Improvement

Job Specifications (Qualifications, Skills and Experience):

Educational Background:

  • Bachelor’s degree or higher

Work Experience:

  • 4+ years experience working in a BPO environment within the training environment.
  • 2+ years in a supervisory capacity
  • Have 1 – 2 years experience in coaching and team development, related to behaviour-specific feedback.
  • Has strong experience using Google Apps and/or Microsoft Office 
  • Preferably 1-4 years experience specializing in training delivery and design
  • Manages time effectively and is focused on setting clear objectives and priorities.
  • Strong understanding in adult learning principles and strategies. 
  • Flexible, versatile and thrives in a changing work environment
  • Master of the English language (verbal & written)
  • Have a proven and successful track record of effective training, coaching and team development. 

 

About Transcom

Transcom is an innovative global leader specializing in providing outstanding customer experiences. We are passionate about creating smarter people experiences, everyday. We provide customer service, sales, and technical support solutions to some of the biggest international brands via 50 global contact centers in 22 countries and our vast network of remote agents throughout the United States and Canada. Our Work From Home employees live and work across 31 states and 6 provinces in North America. 

We are passionate about people and look forward to meeting you!