Job Summary:
Plays a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. The Training Manager will be responsible for all aspects of training during and post launch including trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.
Responsibilities:
Plans new hire training including, class and trainer assignments.Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.Completes formal classroom observation and frequently evaluate trainer effectiveness.Coaches trainers to optimal performance.Attends trainer the trainer sessions and support on-going training and education of over 700 agents.Manages team members to achieve program initiatives as well as individual skill development.Identifies key area of op...