Training Manager - Call Center
Call Center Training Manager – Dublin (Remote Hybrid Dublin)
TTEC is seeking a highly motivated and experienced Training Manager to oversee and optimize training programs delivered through our Business Process Outsourcing (BPO) partner. This role will focus on ensuring consistent, high-quality training delivery, developing comprehensive training materials, and leveraging Zendesk for knowledge management. The ideal candidate will possess a strong understanding of BPO processes, ideally within the financial, technology, or cryptocurrency sectors.
Responsibilities:
* Training Program Development & Delivery: Design, develop, and implement effective training programs for BPO agents, focusing on product knowledge, customer service excellence, and operational procedures specific to TFH.
* Create and maintain comprehensive training materials, including manuals, presentations, e-learning modules, and job aids.
* Conduct train-the-trainer sessions for BPO training teams, ensuring consistent delivery and adherence to TFH standards.
* Monitor training effectiveness through assessments, feedback, and performance metrics.
* Documentation & Knowledge Management: Develop and maintain a robust knowledge base within Zendesk, ensuring accurate and up-to-date information is readily accessible to BPO agents.
* Create clear and concise documentation for processes, procedures, and product updates.
* Implement strategies for knowledge sharing and continuous improvement within the BPO training environment.
* BPO Relationship Management: Serve as the primary point of contact for BPO training teams, fostering a collaborative and productive working relationship.
* Monitor BPO training performance against agreed-upon KPIs and SLAs.
* Conduct regular audits and quality checks to ensure training compliance and effectiveness.
* Identify and address training gaps and implement corrective actions.
* Process Improvement & Optimization: Analyze training data and identify opportunities for process improvement and optimization.
* Develop and implement strategies to enhance training efficiency and effectiveness.
* Stay up-to-date on industry best practices and emerging training technologies.
* Financial/Tech/Crypto Specific Responsibilities: Develop training content that reflects the specific nuances and complexities of the financial, technology, or cryptocurrency industry.
* Ensure training programs address regulatory requirements and compliance standards.
* Provide training on security protocols and best practices relevant to the industry.
Preferred Qualifications:
* Certifications in training and development (e.g., CPTD).
* Experience with e-learning development tools (e.g., Articulate Storyline, Adobe Captivate).
* Experience with training within a remote or hybrid work environment.
What You Can Expect -
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you.
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.
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