· Manage a team of Training Specialists and support worldwide network of Trainers across different languages and processes within Customer Service Process.
· Determine Training needs by analyzing quality impacting issue and derive a plan of action to drive improvement
· Facilitate the execution of HC scaling up efforts in CS across different geographies and languages.
· Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by Training Team.
· Ensure effective delivery of Training and facilitate communication between learners, trainers and instructional designers
· Drive improvements in training performance by innovating and sharing best practices globally.
· Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts
· Own the reporting and communication of training performance metrics to all the relevant Stakeholders.
· Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two and three year view.
· Facilitate continuous development of trainers and facilitators to support various learning initiatives
· Work towards succession planning to ensure seamless growth in team
· Identify and provide support and guidance to Temporary trainers
· Evaluate the effectiveness of training activities in relation to business goals and suggest changes
· Identify progressive tools and technology enablers that will improve effectiveness of training classes.