Process/VNA Training Manager
Core
Design, develop, and deliver training programs and coaching to address performance gaps and achieve target metrics for operations teams.
Role type
Training Manager (Supervisor/Assistant Manager level)
Builds
Training content, materials, assessments, and evaluation measures for operations staff
Domain
Business Process Outsourcing (BPO) / Operations
Required skills
Adult learning principles, training design, facilitation, data analysis, coaching, mentoring, project management, stakeholder management, virtual training delivery, MS Office (PowerPoint)
Preferred skills
Knowledge of language and communication effectiveness measures
Responsibilities
Collaborate with Operations, Training, and Quality teams to identify performance gaps; Analyze gaps and recommend training solutions; Develop training content, materials, assessments, and evaluation measures; Facilitate training programs and provide floor support; Manage and coach trainers to drive performance; Gather and analyze data to measure training effectiveness; Prepare training reports and recommend improvement initiatives
Seniority
Mid-level, hands-on management