Manager, Learning & Development

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Training Manager - Learning and Development working onsite in Ahmedabad, India, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing
Do you have a passion to train and guide others towards best practices? Ready to help people reach for amazing? You'll coach and support to enhance the engagement and success of your team of training specialists in achieving goals. You'll evaluate trainers, curriculum and processes. You'll lead the team to attain productivity and quality goals.

You'll report to the Director. You'll contribute to the success of the business, your team, and learners through managing the training programs.

During a Typical Day, You’ll

·Utilize systems and procedures to improve the operating quality and efficiency of the Training and QA department.

·Responsible to oversee all aspects of the delivery of Training and Quality related services keeping operations informed and engaged regarding training gaps and sharing best practices.

·Coordinate and calibrate with peer groups to deliver client facing items. Manage the staff in accordance with company policies, procedures, and client Training and Quality metrics ensuring all direct reports and teams are meeting contractual and program expectations.

·Collaborate with operations partners as needed to ensure contractual expectations are met timely.

·Work daily to improve processes and performance that enhance bottom line results through meetings, calibration and training strategies with client and business partners.

·Training and QA Managers are responsible for team engagement, leadership, performance management, coaching, talent development, activities may include auditing trainers, qa specialists and performance researches with leadership.

·They adhere to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.

·Training and QA Managers create and maintain a positive work environment by remaining flexible to the business and client needs.

What You Bring to the Role

·         Strong understanding of TTEC’s business, core values, and goals

·         Strong verbal and written communication skills

·         Ability to manage multiple, complex, on-going tasks and projects

·         Ability to lead and partner successfully with staff and chain of command

·         Proficient English, both written and verbal

·         Great interpersonal skills

·         Strong attention to detail

·         Open, honest, and empathetic manner when dealing with people

·         Strong attention to detail and desire to follow procedures

·         Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly

·         High level of integrity, honesty, and judgment

·         Action Planning

·         Strong coaching skills

·         Strong Analytical skills

·         Strong Client Facing Experience

·         Leadership experience in managing learning initiatives or projects.

·         Training program creation and implementation.

What You Can Expect 

·Ensure all client goals are met by planning and executing strategies and actions (Attrition goals, Quality scores, CSAT performance, etc.)

·Manage day-to-day Training and Quality operations and deliverables efficiently to ensure all tasks are within bandwidth

·Actively manage the staff, support, motivate and develop an outstanding Training and QA team

·Ensure team ratio are met as per SOW and CE requirements

·Maintain a good client relationship by making sure all client needs are met

·Keep an open line of communication with the clients through weekly/bi-weekly meetings and emails.

·Ensure delivery of monthly analysis required by clients for CSAT R and Payout Audits

·Attend and facilitate client and operations facing meetings

·Prepare and participate on WBR/MBR

·Assist on preparation of QBR deck and adhoc emergency Items

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Onsite