What are the responsibilities and job description for the Training Manager position at Teleperformance?
Overview
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
TP and You
Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
Purpose
Assist with the development, implementation and improvement of contact center day-to-day Training operations.
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities
Your Responsibilities
- Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.
- Recommend solutions for performance issues and potential areas of training.
- Continue liaison efforts with client to ensure we meet all deadlines and expectations surrounding reporting and training events.
- Manage, lead, motivate and develop training team members
- Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
- Conduct training needs assessments and oversee the training function.
- Provide support to Department Mangers and Client Services in response to departmental needs and statistic reporting.
- Undertake exit interviews with disembarking employees and provide feedback to management as necessary.
- Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.
- Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
- Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.
- Manage payroll for Trainers across multiple locations
Qualifications
Qualifications
- At least 1 year of experience in a trainer, team lead, or equivalent call center leadership role
- Ability to travel and be extremely flexible with schedule to accommodate business need
- Strong skill in using multiple systems to track attendance and performance
- Experience in virtual management (preferred)
- Working knowledge of employee relations practices, including dispute resolution and investigation experience
- Demonstrated leadership capabilities
- Strong presentation and public-speaking abilities
- Strong verbal, listening, and written communications skills required
- Excellent inter-personal skills
- Excellent attendance history is required.
Soft Skills
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
TP is an Equal Opportunity Employer