Summary / Objective: The Training Manager is responsible for developing, implementing, and evaluating the organization’s training and development programs. The ideal candidate will have experience in training development, adult learning principles, and instructional design. Essential Functions: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 1. Coach and mentor training coordinators and trainers to help them develop their skills and knowledge. 2. Observe and evaluate call center performance to identify opportunitiesfor training and development. 3. Develop and implement training programs for new and experienced call center agents on call center procedures, product knowledge, and customer service skills, aligned with the company’s overall goals and objectives. 4. Evaluate the effectiveness of training programs and make necessary adjustments to ensure that call center agents are meeting and exceeding performance standards. 5. Collaborate with call center managers to develop and implement the call center’s annual training plan, ensuring that it is aligned with the company’s overall goals and objectives. 6. Provide monthly feedback to training coordinators on their performance and the results of trainer surveys, with clear and actionable suggestions for improvement. 7. Attend account meetings between account managers, training coordinators, and trainers to track the status of the account, identify opportunities for improvement, and gather feedback from account managers. 8. Maintain and update all training records to ensure accuracy and compliance. Competencies: • Communication • Business Acumen • Takes initiative and manages execution • Authentic, open, adaptable, and flexible • Builds collaborative relationships • Understands the business Qualifications : • Bachelor’s degree in a related field, such as education, business, or communication. • 3 years of experience in training development, instructional design, or a related field. • Experience with adult learning principles and best practices. • Strong organizational and time management skills. • Excellent communication and interpersonalskills. • Ability to develop and deliver effective training programs. • Ability to work independently and as part of a team. • Experience with learning management systems (LMS) is a plus. • Experience with training on specific call center software or systems is a plus. • Proficient computer skills including MS Office. Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as a computer, photocopies, scanner, shredders, and file cabinets. Position hours / Expected hours to work: This is a full-time position. 5 days a week, hours of work may vary depending on account needs, based on location. Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties. Training Coordinator Specific Duties • Coach and mentor training coordinators and trainers to help them develop their skills and knowledge. o This means providing training coordinators and trainers with the support and guidance they need to improve their skills and knowledge. This can be done through one-on-one coaching, group workshops, or online resources. • Observe and evaluate call center performance to identify opportunitiesfor training and development. o This means regularly observing call center agents at work and reviewing call center performance data to identify areas where training can be used to improve performance. • Develop and implement training programs for new and experienced call center agents on call center procedures, product knowledge, and customer service skills, aligned with the company’s overall goals and objectives. o design and delivering training programs that teach call center agents the skills and knowledge they need to be successful in their jobs. These programs should be aligned with the company’s overall goals and objectives, as well as the specific needs of the call center. • Evaluate the effectiveness of training programs and make necessary adjustments to ensure that call center agents are meeting and exceeding performance standards. o This means collecting feedback from call center agents and supervisors to assess the effectiveness of training programs. The trainer manager can then use this feedback to make necessary adjustments to the programs, ensuring that they are meeting the needs of the call center and helping agents to achieve their performance goals. • Collaborate with call center managers to develop and implement the call center’s annual training plan, ensuring that it is aligned with the company’s overall goals and objectives. o This means working with call center managers to identify the training needs of the call center for the upcoming year and to develop a training plan to address those needs. • Provide monthly feedback to training coordinators on their performance and the results of trainer surveys, with clear and actionable suggestions for improvement. o Meet with training coordinators on a monthly basis to provide feedback on their performance and the results of trainer surveys. The feedback should be specific, constructive, and actionable. • Attend account meetings between account managers, training coordinators, and trainers to track the status of the account, identify opportunities for improvement, and gather feedback from account managers. o Attending meetings between account managers, training coordinators, and trainers to discuss the status of the account, identify opportunities for improvement, and gather feedback from account managers. This feedback can be used to improve the training programs and to ensure that they are meeting the needs of the accounts. • Maintain and update all training records to ensure accuracy and compliance. o Keep all training records up to date and accurate. This includes records of training programs, training materials, and training completion certificates. It is important to keep accurate training records to ensure compliance with company policies and regulations on Monday, SharePoint and PaySpace

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