A universe of opportunities. Open to you.
role offigure within our organization, you willbe responsible foron a global scale.primary focusbe onspearheading the implementation of high-quality training programs and effective training strategies
What you will be spending your time on:
- Lead and inspire a team of trainers and instructional designers to create engaging and effective training programs for the Operations Customer Journey Department.
- Provide Customer Journey Department with the most up-to-date training trends and methodologies to enhance their skills and performance (i.e.: Customer Journey Onboarding courses, Upskills courses, Ad hoc Trainings on various new services etc.)
- Stay abreast of the latest training trends and industry best practices to ensure our programs are innovative and impactful.
- Collaborate with the various stakeholders to understand their demands and needs, incorporating feedback into training strategies, and identifying/prioritizing training needs based on requests and business requirements.
- Collaborate with the workforce management team (WFM) to align training programs with overall workforce planning and development strategies.
- Work closely, guide and monitor the different hubs of Global outsourced trainer teams to ensure alignment with internal training standards and objectives.
- Provide guidance and support to external trainers in global hubs, fostering a collaborative and effective working relationship.
- Present progress reports to management, providing insights on training effectiveness and improvements.
For this role you are also:
- Develop and implement strict KPIs to measure the success of training initiatives, utilize data on performance KPIs to assess the impact and effectiveness of training programs.
- Create methodologies and best practices for training associates, ensuring consistency and alignment with organizational goals.
- Prepare and present reports to management regularly, highlighting successes and areas for improvement.
Have you done this kind of stuff?
- 3 years of proven experience and robust background in leading training teams, with a focus on global companies.
- Strong leadership and team management skills.
- Excellent English communication and presentation skills at a very high level both verbally and written.
- Bachelor's degree in a related field; Master's degree preferred.
- Ability to analyze data and draw meaningful insights for continuous improvement.
- Demonstrated ability to work collaboratively with cross-functional teams.
- Familiarity with workforce management and planning.