Training Manager

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What We'll Bring:

What You'll Bring:

Training Program Management:

• Develop and manage training programs for social media and walk-in channels, ensuring alignment with organizational goals and customer service standards.
• Oversee the implementation of training programs for email and dispute channels managed by the vendor's training team.

Content Development:

• Collaborate with graphic designer and subject matter experts to create high-quality training content.
• Apply adult learning principles, instructional design theories, and best practices to develop effective training materials.
• Continuously update and improve training content based on feedback and performance metrics.

Trainer Support and Coordination:

• Provide guidance and support to trainers delivering training sessions for social media and walk-in channels.
• Ensure trainers are well-prepared and equipped with the necessary resources to deliver effective training.
• Coordinate with the vendor's training team to ensure consistency and alignment in training delivery for email and dispute channels.

Performance Monitoring and Reporting:

• Monitor the effectiveness of training programs through assessments, feedback, and performance metrics.
• Analyze training data to identify trends, gaps, and areas for improvement.
• Report training outcomes and insights to the Training Lead and other stakeholders.

Compliance and Quality Assurance:

• Ensure all training programs comply with organizational policies, industry standards, and regulatory requirements.
• Conduct regular audits to maintain high training quality and consistency.

Training Needs Assessment:

• Conduct training needs assessments to identify skill gaps and training requirements for social media, walk-in, email, and dispute channels.
• Develop targeted training plans to address identified needs and enhance overall performance.

Stakeholder Collaboration:

• Collaborate with internal stakeholders, including customer service managers and quality teams, to ensure training programs meet business needs.
• Maintain strong relationships with the vendor's training team to ensure seamless coordination and alignment.

Knowledge Portal/LMS Management:

• Promote and drive the use of the Knowledge Portal/LMS for training programs.
• Ensure effective utilization of the LMS to deliver and track training programs.
• Collaborate with the LMS administrator to optimize system performance and user experience.

Qualifications:

• Bachelor’s degree in education.
• Proven experience in managing training programs for customer-facing roles, preferably in a customer service environment.
• Strong understanding of adult learning principles, instructional design theories, and content development.
• Excellent communication and interpersonal skills.
• Proficiency in using digital learning platforms and knowledge management systems.

Preferred Experience:

• Minimum of 3-5 years of experience in training management, with a focus on customer service training.
• Experience in developing and delivering training programs for social media and walk-in channels.
• Proven track record in content development and instructional design.
• Experience overseeing vendor-managed training programs.
• Familiarity with digital learning platforms and tools.

Impact You'll Make:

• Minimum of 3-5 years of experience in training management, with a focus on customer service training.
• Experience in developing and delivering training programs for social media and walk-in channels.
• Proven track record in content development and instructional design.
• Experience overseeing vendor-managed training programs.
• Familiarity with digital learning platforms and tools.

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