ROLE PURPOSE

Reporting to the Customer Operations Director, the Training Manager will be in charge of organizing and managing training for all customer facing staff within the company.  Working cross functionally with other managers and other staff to improve the delivery of their services. Liaising with the Customer Experience, Customer service manager regularly to continuously improve the learner journey. Making sure that staff gain and develop the skills they need to carry out their jobs effectively. Working closely with the Customer Experience Manager to continuously improve processes and procedures through monitoring, innovation and training.

JOB DESCRIPTION

The major deliverables will be:

• Speak with other managers to identify training priorities drawing up an overall training plan 
• Develop projects/initiatives through consultation and liaison
• Ensure company policies and procedures are adhered to
• Producing training materials, including e-learning when suitable 
• Work with external providers to develop specialist courses managing and leading a team to deliver and assess programs 
• Manage the design, implementation and evaluation of all relevant training and development programmes
• Advise, support and guide others to ensure learning and development best practice
• Apply “best in class” leadership and management responsibilities for direct reports
• Lead the way in identifying processes for the development of people capabilities
• Align development processes and practice with company strategic plans
• Advise director on the development of people capabilities
• Update training records and keeping all relevant documentation giving all staff the opportunity for ongoing development 
• Plan and deliver people development processes which demonstrate a return on investment and best value.
• Make sure training is cost-effective within budget and time limit

JOB REQUIREMENT

The successful candidate must have demonstrable experience and tactical approach to the business requirements.

• A Bachelor’s degree in a relevant field
• French and English bilingual
• Minimum 1 years’ experience in managing and/or supervising Training in Customer service or experience department
• Excellent people-management, motivation and team building skills
• Proficiency in CRM and IVR systems
• Ability to think strategically and anticipate likely future development
• Willingness to work long hours at times when the job requires it.
• Ability to work both hands on and at a high strategic level
• Fast learner, flexible, hardworking and dynamic.
• Excellent leader and communicator.
• Highly developed communication and interpersonal skills, able to interact with both managers and employees at all levels
• Ability to manage multiple projects and deadlines simultaneously while maintaining a strong client service orientation
• Thorough understanding of online performance marketing and web based metrics include online media and website analytics
• Keep abreast of changing Digital trends in order to understand potential innovative solutions to customer needs
• Good analytical and presentation skills
• Successful experience of: managing learning processes, training needs analysis, managing change in the learning environment.
• Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines
• Excellent written & verbal communication skills in French & English

Only applications prepared in both French and English will be considered.

APPLICATION: hr.telcohiring@hotmail.com

CLOSING DATE: 10/03/2016