Training Assistant Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure that trainers concentrate exclusively on the delivery of training, including delivery, co-training, observing, training preparation, and coaching.

• Exemplify "Best in Class" standards in training facilitation, content creation, and workshop development.

• Cultivate and develop a team of Frontline Trainers, both virtually and onsite.

• Maintain a high success rate among training graduates, as evidenced by elevated ratings on new hire evaluations and KPI performance.

• Review the application of Standard Operating Procedures to guarantee organizational success.

• Implement and assess trainer readiness, delivery, and the execution of training tools.

• Carry out proficiency evaluations and certify trainees for their assigned programs.

• Possess knowledge of contact center ramp periods and peaks, demonstrating the ability to adjust skills and priorities to thrive in a fast-paced environment.

• Apply adult learning principles for the development and enhancement of New Hire, Upskill, and ongoing training needs.

• Responsible for ensuring trainers complete all necessary pre-season preparations and coursework as outlined by the client training organization.

• Oversee adherence to training curricula, attendance at client-sponsored training meetings, coordination of training-related tasks, and tracking of all client training procedures and reporting.

• Ensure trainers remain focused exclusively on training delivery, including delivery, co-training, observing, preparation, and coaching.

• Provide precise reporting and records concerning training performance and daily requirements.

• Ensure the team accurately completes all payroll tasks on a daily basis.

• Collaborate with Training Managers to identify implementation needs for standard operating procedures, trainer development, and daily tasks.

• May be required to lead classes as necessary.

⛳️ Requirements

• At least one year of experience instructing in an adult learning environment, preferably within the contact center, customer service, or related industries.

• An undergraduate degree in Instructional Design, English, or a related field.

• A minimum of one year in a supervisory role, preferably in training or operations.

• Experience with virtual online platforms, including blogging or teaching.

• Ability to establish rapport in an online virtual setting.

• Exceptional oral and written communication skills across all levels of the organization.

• Proficient understanding of Standard Operating Procedures and the ability to seek guidance when necessary.

• Adaptability to implement changes quickly.

• Outgoing personality.

• Experience in developing and onboarding trainers in both virtual and traditional environments.

• Proven presentation and facilitation skills.

• Capacity to multitask and achieve deadlines and results in a fast-paced environment.

• Experience in leading multiple simultaneous new hire classes.

• Proven track record in training throughput and achieving 90-day KPI proficiency.

• Understanding of the training and financial impacts associated with attrition.

• Proficiency in Microsoft Office applications, including Adobe Connect, Excel, and PowerPoint.

• Flexible scheduling is required. Training classes may take place in the AM and PM and may include weekends.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work arrangements.

• Opportunities for professional development.