· Manages training programs and learning experiences for adult learners in a site.
· Hires, trains and supervises a staff of trainers.
· Develops/implements training programs for contact center personnel, which may include management development programs.
· Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
· Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
· Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.
· Conducts the most complex training classes. Develops standards for monitoring agents/representatives. Ensures that feedback programs provide agents with guidance to correct problems. Conducts train-the-facilitator sessions to keep trainers effective.