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Training & Quality Manager
4 meses atrás
Job Title:
Training & Quality ManagerJob Description
The Manager Training & Quality is a blended role in the Concentrix organization that is responsible for two main areas as per below details. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department. The person in this role develops strong working relationships with key business stakeholders, internal and externalThis role is located in Braga and is responsible for all clients deployed in Braga and Aveiro - with multiple programs or lines of businesses.
• For Training, the Manager is responsible for assisting with the analysis, scheduling and implementation of all classroom and virtual training in support of assigned client programs to ensure superior workforce preparation. This role is responsible for a single client or multiple clients with multiple programs or lines of businesses which can be across multiple sites / geos or with high headcount. This includes supervising and developing Trainers who support their assigned portfolio. This position cultivates strong client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department. In addition this role is responsible to develop the Training department, to align with the CNX standards and supports in mentoring and developing Supervisor /Sr. Supervisor Training.
• For Quality, the Manager is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses within a single site. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.
Responsibilities:
Supervise work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements
Conduct or coordinate Train-the-Trainer sessions to prepare and to support the development of Training and Quality staff, to be well-trained, competent professionals who continuously improve the organization and themselves
Own administration of applicable certification and training processes for staff up to and including internal and client requirements
Create and maintain consultant training schedule
Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization
Maintain accurate metrics of direct reports individual performance, as well as overall team level performance
Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate.
Conduct Coaching and Development sessions with team members to drive continuous improvement.
Is accountable for achieving the training performance metrics incl. creating proactively actions plans. Using the training and quality monitoring tools efficiently and self-reliantly
Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day formal interaction with clients incl. business reviews.
Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners).
Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans.
Has strong analytical skills and experienced in root cause analysis tools and is able to bring client and CNX standards together and implement and evaluate CNX Standards (processes, tools, audits)
Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes. Coordinate with the Quality Leadership and Operations on consistency issues
Evaluate levels of process and staff effectiveness and works with business stakeholders to create and collaborate on execution of improvement action plans.
Recommend curriculum modifications to site/country Training Manager or Client on the basis of internal feedback and/or Training Needs Analysis. May support internal/external Instructional Design team in designing and developing training materials considering the CNX standard for various instructional delivery methods including computer-based training, classroom/virtual training, and written job aids. Regular evaluations of the material, concept and Training duration.
Oversee audits of key Training and Quality support processes within each account and recommends changes.
Candidate Profile: Contact Center experience min. 3 years
Management experience min. 3 years
Excellent English communication skills, both written and verbal (B2+/C1). Ability to effectively present information to internal and external associates.
Good French communication skills (B2), both written and verbal in English is a pre.
Demonstrated ability to comprehend, analyze, and interpret.
Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
Excellent attention to detail.
Demonstrated ability to take initiative and ownership with focus on continuous improvement.
Demonstrated ability to mentor, coach and provide direction to a team of employees.
Demonstrated ability to lead team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment.
Advanced Microsoft Office skills.
Location:
PRT Braga - Lugar de CabanasLanguage Requirements:
Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
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