Black Turtle Services, Inc.
  • 07-Jun-2013 to 05-Jul-2013 (MST)
  • Training
  • Layton, UT, USA
  • Salary
  • Full Time

The Training Manager supervises the organization, tracking, delivery and development of training and educational programs for front-line CSRs and call center leadership team. The leader is responsible for the observation, development and evaluation of a team of 12-18 trainers.

Duties and Responsabilities

  • Supervises Training Professionals engaged in the delivery of training programs and related materials in support of customer training objectives.
  • Supervises non-exempt Training Professionals.
  • Identify performance gaps, causes of the performance gaps and provide solutions to Training Professionals in an environment of continuous improvement.
  • Evaluate of the effectiveness of training based upon formal and informal feedback from customers and end users
  • Conducts training sessions and develop criteria for evaluating the effectiveness of training activities.
  • Implements and manages a process to ensure that all training documentation and data is completed and that materials are delivered according to set guidelines.
  • Maintains records of training activities, participant progress, and program effectiveness.
  • Maintains skills by researching new training, educational, and multimedia technologies.
  • Regularly evaluates Training Professionals' skills and abilities and provides coaching and counseling as needed.
  • Attend regular conference calls, workgroups and meetings as required. Interface directly with client training personnel
  • Occasionally develops training using a variety of methods and strategies.
  • Travel may be required.
  • Participates in special projects as required.

Knowledge, Skills, and Abilities

  • Comprehensive knowledge of the principles, methods, and techniques used in the development and delivery of training programs.
  • Comprehensive knowledge of relevant training technologies, such as Learning Management Systems, CBT delivery tools and emerging technologies
  • Proven ability to manage a training team for a large contact center (800 employees).
  • Effective supervisory and trainer development skills.

Education and Experience 

  • Bachelor's Degree in adult education field, or the equivalent combination of education, technical certifications or training, or work/military experience.
  • 5-8 years of related experience in the management, development and delivery of technical training programs.



This position has been closed and is no longer available.
Black Turtle Services, Inc.

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