Senior Training Manager || Tarlac

SUMMARY OF RESPONSIBILITIES

Manage training programs and learning experiences for adult learners in a siteHire, train, and supervise a staff of learning managersDevelop/implement training programs for contact center personnel, which may include management development programsDevelop evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectivenessIdentify skill and knowledge requirements for sites/accounts through analysis of data from multiple sourcesDesign learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations ManagersConduct the most complex training classesDevelop standards for monitoring agents/representativesEnsure that feedback programs provide agents with guidance to correct problemsConduct train-the-facilitator sessions to keep trainers effective

WORK EXPERIENCE

3-5 years of proven success as a Senior Learning Manager with experience coaching, mentoring and developing others in a complex, fast-paced environment.Solid understanding of training processes and practices for adult learners.

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.