Call Center Training Manager – Dublin (Remote Hybrid)
TTEC seeks a highly motivated and experienced Training Manager to oversee and optimize training programs delivered through our Business Process Outsourcing (BPO) partner. This role focuses on ensuring consistent, high-quality training delivery, developing comprehensive training materials, and leveraging Zendesk for knowledge management.
Responsibilities:
* Training Program Development & Delivery: Design, develop, and implement effective training programs for BPO agents, focusing on product knowledge, customer service excellence, and operational procedures specific to TFH.
* Create and maintain comprehensive training materials, including manuals, presentations, e-learning modules, and job aids.
* Conduct train-the-trainer sessions for BPO training teams, ensuring consistent delivery and adherence to TFH standards.
* Monitor training effectiveness through assessments, feedback, and performance metrics.
* Documentation & Knowledge Management: Develop and maintain a robust knowledge base within Zendesk, ensuring accurate and up-to-date information is readily accessible to BPO agents.
* Create clear and concise documentation for processes, procedures, and product updates.
* Implement strategies for knowledge sharing and continuous improvement within the BPO training environment.
* BPO Relationship Management: Serve as the primary point of contact for BPO training teams, fostering a collaborative and productive working relationship.
* Monitor BPO training performance against agreed-upon KPIs and SLAs.
* Conduct regular audits and quality checks to ensure training compliance and effectiveness.
* Identify and address training gaps and implement corrective actions.
* Process Improvement & Optimization: Analyze training data and identify opportunities for process improvement and optimization.
* Develop and implement strategies to enhance training efficiency and effectiveness.
* Stay up-to-date on industry best practices and emerging training technologies.
* Financial/Tech/Crypto Specific Responsibilities: Develop training content that reflects the specific nuances and complexities of the financial, technology, or cryptocurrency industry.
* Ensure training programs address regulatory requirements and compliance standards.
* Provide training on security protocols and best practices relevant to the industry.
Preferred Qualifications:
* Certifications in training and development (e.g., CPTD).
* Experience with e-learning development tools (e.g., Articulate Storyline, Adobe Captivate).
* Experience with training within a remote or hybrid work environment.
About TTEC:
We are an equal opportunity employer committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work.