Training and Development Manager (Contact Center)

Job Description: Training and Development Manager (Contact Center)

Position Overview:

We are seeking a dedicated and experienced Training and Development Manager to lead our training initiatives in our contact center. The successful candidate will be responsible for developing, implementing, and overseeing training programs that ensure our team members are proficient in technology, communication, soft skills, and industry regulations. This role involves overall responsibility for coaching new agents, managing their transition to full productivity, and continuously enhancing the skills of all team members. Additionally, the Training and Development Manager will manage the training and development team, ensuring alignment with organizational goals. The ideal candidate will collaborate with supervisors, HR, and quality assurance to maintain high training standards and compliance with client-specific requirements.

Key Responsibilities:

Training and Development:

• Develop and deliver training programs on approved technology, communication, soft skills, and deregulation basics using Learning Management Systems
• Ensure effective coaching and mentoring of new agents, ensuring successful completion of training and achievement of high performance
• Coordinate focused drilling sessions for agents requiring additional support
• Collaborate with the performance coach for targeted drilling or re-training sessions
• Update team members on new training materials and client-specific instructions
  
  

Training Material Management:

• Create, maintain, and update comprehensive training materials
• Ensure secure logging and management of training materials
• Support quality assurance staff with practical re-training efforts
  
  

Continuous Skill Enhancement:

• Oversee the training of team members on administrative, managerial, and organizational skills
• Lead regular drills aimed at enhancing the quality and expertise of agents
• Coordinate refresher training sessions on client-specific procedures and address emerging issues or trends as needed
  
  

Performance Monitoring:

• Monitor Service Levels for each client, identify areas of improvement, and facilitate additional training for agents
• Review, train, and ensure compliance with PCI-related policies and procedures from an operational perspective
  
  

Team Management:

• Manage the training and development team, providing guidance, support, and professional development opportunities
• Ensure alignment of the training and development team with organizational goals and objectives
• Conduct regular team meetings to assess progress and address any challenges
  
  

Qualifications:

• Proven experience in training and development within a contact center environment
• Strong understanding of Learning Management Systems and other training tools
• Excellent communication and interpersonal skills
• Ability to coach, mentor, and motivate
• Strong organizational and managerial skills
• Knowledge of PCI-related policies and procedures is an asset
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred)
• Must pass background check
  

This job description provides a brief overview and is not a comprehensive job description. Additional responsibilities may be required based on organizational needs.

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