Operations Training Manager (BPO)

The Customer Experience & Learning Services Manager is responsible for the design, development, and delivery of strategic and tactical leadership, management and professional development training programs for CSR. The Training Manager is in charge of administrating the training programs within an account to ensure high level customer experience and client policy adherence.

• Coordinate Training Delivery: • Identifies areas of opportunity within the account and address them; • Schedules training rooms and trainers; • Provides supervision of courses through trainer/training evaluations and proper feedback; • Monitors course attendance and performance; • Assigns trainers tasks and activities based on availability; • Schedules vacation days and compensation days.
• Training the Trainers: • Provides orientation to new trainers; • Shares best practices with the trainers; • Ensures Trainers have the knowledge of the account’s procedures and processes; • Sets departme...