Training Manager – Teleperformance

Job Title: Training Manager

Location: Toronto, ON

Job Description: OverviewAbout UsTeleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With nearly 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.Ranked 11th in the world’s Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 100 countries covering more than 97% of the total workforce.Our Work CultureAt Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous – We encourage and trust your decision making skills.
• Progressive work environment- If you have skills to prove we have all ladders for you to grow
• Flexible – We believe in results
• Innovative – All ideas matters
• Inclusive – Everyone is Included and everyone wins

About the jobWe are seeking a dynamic individual, with outstanding product knowledge and a passion for training and managing the training team. Candidates should possess strong business and training acumen and outstanding ability to manage multiple projects simultaneously in a fast-paced environment. You will be responsible for managing and delivering internal training on Google products – translating this knowledge into sales narratives with clients and agencies.Benefits & Perks

• Established career path supported by self assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Paid 4 weeks training, 2 weeks leave.
• Continuous learning through progressive training that is specific to your tenure and skills.
• Competitive salary with incentive programs
• Positive and supportive environment
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

• Fixed schedule Monday to Friday 9am to 6pm.
• On-site

Location

• Candidates are advised to be within travel distance from our primary location Yonge & Eglinton. Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the

Qualifications

• C-level communication skills and proven experience of stakeholder management.
• Thorough knowledge of implementing and executing adult learning principles.
• Strong project management skills and client management experience is a must.
• Strong people management skills.
• Excellent verbal and written English skills.
• Ability to coach and mentor a team of trainers.
• Demonstrated skills of working around tough deadlines.

Responsibilities

• Oversee a large team of Trainers who are responsible for Training new hire employees across the program.
• The training manager ensures that all programs are properly supported from a protocol and training perspective that delivers excellent service and client satisfaction.
• Develop training modules, lesson plans and materials including product training, policy refreshers, upskill and cross-skill training refreshers, and upgrading training modules as per changes in the client and business requirements.
• Develop testing strategies for employees in all training modules and ensure they are administered in a way that demonstrates knowledge and skill of the employees.
• Develop course modules to facilitate individual training sessions as required.
• Develop training material feedback and trainer evaluation sheet for trainers to complete and document their NH day-to-day feedback and progress.
• Develop a training strategy that blends the in class with the remote learning options.
• Drive implementation of Learning Management Software to enhance learning options and provide the training team with self directed learning opportunities.
• Attend client meetings to facilitate client expectations in inculcate in training modules.
• Manage the training team and training compliance & certifications.
• Measure and evaluate performance of the team, plan and execute team hiring and forecast team growth.
• Ensure communication of needs to all relevant stakeholders is smooth and progressive.
• Assist in developing and implementing protocol and training processes and/or procedures to improve operational efficiency/effectiveness at assigned sites.
• Collaborate with teams to identify training needs for each department. Identify with them the optimal approach and the appropriate type of training, depending on the needs.
• Drive development initiatives for new hires and interns to ensure their learning journey.
• Support teams in the creation and design of training.

Company Name: Teleperformance

Salary:

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