Manage a team of Training Specialists/IDs and support worldwide network of Trainers across different languages and processes within TRMS.
Determine location requirements by analyzing quality impacting issues and designs structured modules and training requirement for the location.
Identify progressive contact center tools and technology enablers that will improve effectiveness of training classes.
Facilitate the execution of scaling in TRMS across different geographies and languages.
Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities
Ensure delivery and communication between learners, trainers and instructional designers
Drive improvements in training performance innovating where necessary sharing pracitices globally. Communicate training performance metrics aligning to site performance metrics.
Develop and maintain capacity planning based upon site capacity goals and targets. Providing an annual, two and three year view.
Facilitate the recruitment and continuous development of trainers and facilitators to support various learning initiatives
Work towards succession planning to ensure seamless growth in team
Contribute to employee engagement in TRMS through Learning and Development initiatives