Assistant Manager - Training

Responsibilities

• Drive root cause analysis, and implement key programs and initiatives to drive improvement of focus metrics such as Sales, CAS, CES, Quality, etc.
• Assess training and development needs through surveys, interviews, focus groups, and communication with managers, instructors, and customer representatives.
• Create, organize, plan, and deliver onboarding, orientation, and skills training for employees.
• Facilitate new hire training for Pre-process batches.
• Create and/or acquire training procedure manuals, guides, and course materials.
• Maintain records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Evaluate program effectiveness through assessments, surveys, and feedback.
• Manage focus metrics through Agent/Team Leader Skill Mapping and development front-end skill management initiatives, including coaching and training. ...