Career.lk

Position Summary:  

In this role the primary responsibility will be to development, create and present all training and development programs for all employees. Assess company-wide developmental needs to drive training initiatives. Identify and arrange suitable training solutions for employees. Actively search, creatively design and implement effective methods to educate, enhance performance and recognize performance.

Primary Responsibilities:

• Design training modules and lesson plans, including assembling, researching, organizing, and creating training solutions
• Responsible for instructor lead classrooms and web-based courses for all departments
• Manage and train supervisors, managers, contact center associates, and QA Specialists to ensure company standards are being adhered to and maintained in a consistent manner
• Work with contact center and operations management to conduct training needs analysis, primarily focused to onboard new employees and ongoing development training
• Partner with management to build effective supervision and coaching techniques
• Work with management to ensure performance scoring become the basis for ongoing employee training and development plans
• Formulating training policies and schedules
• Review training course evaluations to judge training effectiveness, make changes accordingly
• Perform other duties as assigned

Education & Other Skills:

• Bachelor’s degree in Learning and Development, Adult Education or related field
• 2-4 years of professional training experience, as a Field Trainer, Learning and Development Specialist, Corporate Trainer
• 2-4 years’ experience working with call center training and development
• Demonstrated ability to successfully develop and deliver training programs utilizing skills in instructional design, program design & development, and training technologies
• High energy, enthusiastic, motivational training style
• Strong history of executing the vision of senior management
• Strong organizational, planning, project management, problem resolution communication, presentation, facilitation, and influencing skills required
• Self-starter with strong sense of ownership and ability to work autonomously
• Ability to function independently in a multi-task environment, as well as part of a team
• Excellent creative and conceptual thinking abilities
• Highly computer literate with in-depth knowledge of MS office and web based systems
• CPLP credentials preferred but not required

The right candidate can expect an attractive remuneration package and excellent prospects for career development.

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