Job Description

JOB SUMMARY
Responsible for managing the consistent implementation and delivery of training and performance improvements. Work to assess and execute strategies relating to trends, opportunities and training needs. Measure and evaluate the effectiveness of training programs.

MAJOR DUTIES AND RESPONSIBILITIES
Partner with the Senior Management on curriculum reviews and additional training requirements.

Work closely with the Senior Management to assess performance, identify gaps and key drivers, and recommend training solutions and other related strategies for enhancing performance.

Work with managers to ensure successful implementation of the training curriculum and Leadership Development curriculum.

Define business and performance objectives for all relevant training initiatives.

Assess student performance during training, and thereafter, to provide relevant coaching and development.

Measure and evaluate the effectiveness of training in achieving desired outcomes.

Partner with peer training managers on shared queue responsibilities.

Keep abreast of current learning and performance strategies, delivery methods, and techniques.

Determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives.

Manage external resources, as needed, to maximize cost effectiveness and quality.

Facilitate training from time to time.

Perform other duties as required.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of executive, management and company personnel
Ability to deal with the public in a professional manner
Ability to maintain confidentiality of information
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects to meet target dates for implementation
Ability to operate personal computer, spreadsheet application, database, windows
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to work independently
Ability to lead and manage others
Advanced skills in evaluating the impact of training initiatives
Advanced knowledge in teambuilding, relationship building, facilitation and presentation
Knowledge of adult learning principles and facilitation techniques
Ability to use computer and software applications (i.e., MS Office)

Education
Bachelor's degree in Human Resource Development, Business Administration or related field, or equivalent experience, required. Call Center experience also required.

Related Work Experience
5+ Years of Training experience
3+ Years of Management experience
2+ Years of Project Management experience

WORKING CONDITIONS
Fast paced office environment
Travel as required

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