Training & Competences Development Manager
Anegino ad no
AS73SA39
Industry
Services
Job Description
TELEPERFORMANCE ALBANIA worldwide leader in the costumer services, positioned even in Albania is looking for a:
Training & Competences Development Manager
Key Responsibilities:
Responsible for creating and managing team and department performance.
Monitor work content, targets and standards of team members taking action to address where and when required
Responsible (in collaboration with Floor Manager) to train all the recently promoted people in operations department up to Coordinator level
Training Effectiveness
• In collaboration with the Operations leaders creates plans with Operations Leaders to identify training needs based on KPIs Opportunities & conduct TNA, on quarterly basis
• Follows closely all the trainers to improve their skills and training capabilities
• Collaborate with Clients Manager for revising the training plan following Clients needs
• Innovate and create training processes and training methods using practical tools, new ideas and digitalization
• Sets action plans to improve training efficiency based on wave over wave results, and Trainees learning curve analysis
• Ensures that training teams are analyzing NHs Performance during the nesting period and are designing instant action plans for improvement with senior Trainers, trainers and Ops
• Ensures compliance to all Corporate procedures (Tops, Best, etc.)
Operational Success
• Ensure proper assessment process is in place together with assessment team and Operations
• Responsible for the recruitment & selection of trainers & training Leads
• Evaluate effectiveness of training courses and provide summary reports to management, determining impact of training on employee skills and Account/corporate goals
• Collaborate with, connect internal stakeholders, and liaise with various experts regarding instruction and training planning
Communication
• Ensure calibration between Quality dept. and Training during both internal & external calibration
• Responsible for high-level client communication, Project Status reporting, attending Kickoff client calls/conferences, Project management, Managing Client logistics.
• Requires self and associates to adhere to the Company Mission Statement, and department business plan
Process Level Improvement
• Monitors and audit implementation of all BEST processes, and the Tracking of Training effectiveness and sets plans for continuous improvement (sets action plans based on kirk Patrick results)
• Prepares audit data & works with BEST auditor towards certification.
• Design & present Quarterly/ Monthly Training reviews, showing the success and challenges of the training team
• Ensures Training Quality measurement and reporting
• Maintaining Training Effectiveness Measurement (pass rates & learning curve measurement)
• Audits and evaluates Staff performance management
Using Six Sigma & DMAIC methodology and analytics, work on accomplishing measurable
Requirements:
• Bachelor's degree
• Minimum of 2 years’ experience as a training Lead
• Excellent usage of MS Office (PPT presentations skills
• Communication Skill (Oral and Written)
• Creativity
• Flexibility
• Initiative
• Interpersonal skills
• Innovative
• Excellent Judgement
• Stress tolerance
• Reporting
• Ability to manage large training teams
• A proven track record of executing successful training programs
• Excellent Leadership, management, and critical thinking skills
• Principles of Gamification
Interested? Apply sending your CV through Anegino!
Please specify the position you are applying for!
Training & Competences Development Manager
Key Responsibilities:
Responsible for creating and managing team and department performance.
Monitor work content, targets and standards of team members taking action to address where and when required
Responsible (in collaboration with Floor Manager) to train all the recently promoted people in operations department up to Coordinator level
Training Effectiveness
• In collaboration with the Operations leaders creates plans with Operations Leaders to identify training needs based on KPIs Opportunities & conduct TNA, on quarterly basis
• Follows closely all the trainers to improve their skills and training capabilities
• Collaborate with Clients Manager for revising the training plan following Clients needs
• Innovate and create training processes and training methods using practical tools, new ideas and digitalization
• Sets action plans to improve training efficiency based on wave over wave results, and Trainees learning curve analysis
• Ensures that training teams are analyzing NHs Performance during the nesting period and are designing instant action plans for improvement with senior Trainers, trainers and Ops
• Ensures compliance to all Corporate procedures (Tops, Best, etc.)
Operational Success
• Ensure proper assessment process is in place together with assessment team and Operations
• Responsible for the recruitment & selection of trainers & training Leads
• Evaluate effectiveness of training courses and provide summary reports to management, determining impact of training on employee skills and Account/corporate goals
• Collaborate with, connect internal stakeholders, and liaise with various experts regarding instruction and training planning
Communication
• Ensure calibration between Quality dept. and Training during both internal & external calibration
• Responsible for high-level client communication, Project Status reporting, attending Kickoff client calls/conferences, Project management, Managing Client logistics.
• Requires self and associates to adhere to the Company Mission Statement, and department business plan
Process Level Improvement
• Monitors and audit implementation of all BEST processes, and the Tracking of Training effectiveness and sets plans for continuous improvement (sets action plans based on kirk Patrick results)
• Prepares audit data & works with BEST auditor towards certification.
• Design & present Quarterly/ Monthly Training reviews, showing the success and challenges of the training team
• Ensures Training Quality measurement and reporting
• Maintaining Training Effectiveness Measurement (pass rates & learning curve measurement)
• Audits and evaluates Staff performance management
Using Six Sigma & DMAIC methodology and analytics, work on accomplishing measurable
Requirements:
• Bachelor's degree
• Minimum of 2 years’ experience as a training Lead
• Excellent usage of MS Office (PPT presentations skills
• Communication Skill (Oral and Written)
• Creativity
• Flexibility
• Initiative
• Interpersonal skills
• Innovative
• Excellent Judgement
• Stress tolerance
• Reporting
• Ability to manage large training teams
• A proven track record of executing successful training programs
• Excellent Leadership, management, and critical thinking skills
• Principles of Gamification
Interested? Apply sending your CV through Anegino!
Please specify the position you are applying for!
Data e aplikimit të fundit : 15 Nëntor 2020