Deputy Training Manager

Job Description

Roles & Responsibilities

• Provide an overview of performance of Training team on bi-weekly basis
• Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training Team
• Develop proactive training strategies to improve quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
• Discuss/review with Customer trainers on class observation process
• Ensure adherence of Training Team Key Performa...