Job Description - Training Manager - Call Center
We are seeking a highly motivated and experienced Training Manager to oversee and optimize training programs delivered through our Business Process Outsourcing (BPO) partner. This role will focus on ensuring consistent, high-quality training delivery, developing comprehensive training materials, and leveraging Zendesk for knowledge management.
Key Responsibilities:
* Design, develop, and implement effective training programs for BPO agents, focusing on product knowledge, customer service excellence, and operational procedures specific to TTEC.
* 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 TTEC standards.
* Monitor training effectiveness through assessments, feedback, and performance metrics.
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.
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.
About Us:
TTEC is a global company dedicated to making customers happy. We provide Business Process Outsourcing (BPO) services to many leading brands. Our team is diverse and inclusive, and we strive to create a work environment where everyone feels valued and comfortable being their authentic selves.