Job Title:

Job Description

Key Responsibilities:

Training Oversight:

• Manage the training of internal and external customers, providing product expertise and facilitating effective conversion mapping.

Supervisory Leadership:

• Lead a team in compliance with organizational policies, handling tasks like hiring, training, and performance management.
• Address complaints and resolve conflicts effectively.

Scheduling & Course Design:

• Coordinate trainer schedules and design course agendas, ensuring content meets learner needs and customer goals.

Continuous Improvement:

• Analyze training effectiveness through class attendance and evaluations, implementing corrective actions as needed.
• Conduct internal training sessions to keep staff up-to-date on product knowledge.

Stakeholder Collaboration:

• Build strong relationships with key stakeholders, including Quality Leadership and Account Management, to create departmental goals and objectives.

Process Recommendations:

• Suggest modifications to policies and procedures that align with company values and support process management goals.

Quality Integration:

• Work closely with other departments like Operations and Analytics to ensure seamless quality initiatives across the organization.

Essential Skills & Qualifications

Education

• Bachelor’s degree in a relevant field is required.
• Advanced degrees or professional certifications are considered an advantage.

Exceptional Communication

• Strong written and verbal communication skills.
• Ability to deliver effective presentations to diverse audiences.

Project Management Expertise

• Proven ability to manage projects in a fast-paced, deadline-driven environment.
• Skilled at organizing priorities, meeting timelines, and driving results.

Mentorship Capabilities

• Demonstrated ability to coach, mentor, and develop team members.
• Focused on supporting individual and team performance at a high level.

BPO Experience

• Prior experience managing functional groups at a senior level within a BPO environment is essential.
• Strong understanding of operational leadership and client service delivery.

Flexibility

• Open to supporting North America accounts during flexible working hours, specifically 2 PM – 12 AM, to meet client and business needs.

Location:

Language Requirements:

Time Type: