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TRAINING AND COACHING MANAGER

Ngày cập nhật: 10/08/2017

Thông Tin Tuyển Dụng

Mô tả Công việc

Position requires proven ability to successfully manage a dynamic Training and Development division in call center sector with multiple site locations (minimum 100 employees) to help the company with internal effectiveness and ability. Provide leadership, mentoring, and developing employees ‘skills; facilitating the growth of the individual performance and their ability to work effectively. Develop and manage a team that enhance Multi Call Center skills. Increasingly, training and development manager are required to be strategic rather than reactive, assessing the skills and knowledge within an organization and determining what training is needed to grow and retain these skills.

Execute the initiatives

  • Implement an umbrella management function that brands, centralizes, and standardizes training, job support, and quality management across all ALMA Call Centers (Hanoi and Ho Chi Minh); provide the direction needed for long-term scalability and consistency.

Performance Consulting

  • Provide consulting support to BOD on executing key L&D strategies;  Execute consulting processes and approaches increase of the client.

Training and Facilitation

  • Identify training and development needs within Call Center (related to the new-hire, refresher, staff and managers) through job analysis, appraisal schemes and regular consultation with Call Center managers and human resources department;
  • Oversee, design, and expand Call Center’s Training & Knowledge scheme (including effective induction programs, programs for both staff and managers) based on the needs of Call Center & the individual;
  • Manage the delivery of training and development programs and, in a more senior role, devising a training strategy for the Call Center;
  • Produce training materials for in-house courses.

Organizational Effectiveness and Talent Management

  • Review the progress of trainees and working closely with the Call Center’s managers to ensure internal processes are efficient;
  • Amend and revising programs as necessary, in order to adapt to changes occurring in the work environment;
  • Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process;
  • Collaborate manager, support, and mentor coachers across locations;
  • Lead the development of coachers as quality coaches and act as their mentor in dealing with the challenges of developing employee.

Typically reports

  • Analyze business needs; identify gaps between ideal and actual performance required to meet organizational business needs and determine performance deficiencies; align solutions with business goals;
  • Measure and report the impact of learning and development interventions using evaluation, metrics, focus groups, and performance results.

Yêu Cầu Công Việc

Education

  • A minimum of a Bachelor's Degree is required, Master Degree preferred

Professional Experience

  • Ideally, has at least 5 year experience as Training and Quality Manager and an additional two years as a training facilitator, designer or other training support function within a Call Center environment;
  • Have proven courseware design and development experience within a Call Center environment for agent transactional skills, managing customer interactions, and telemarketing.

Knowledge and Skills

  • Formal education and/or certifications in instructional/informational design is highly preferred; be able to articulate and apply an instructional/informational design methodology;
  • Demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems (CRM, ACD), call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, staff & team leader development, diverse learning styles;
  • Exhibit leadership and mentoring sensibilities;
  • Interpersonal skills that enable you to work with people at all levels, motivate others and change people's attitudes when necessary;
  • Have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way;
  • Be a high-performing PC user and an expert in Windows Office (esp. PowerPoint, Word, Excel);
  • Be task-, team-, and dead-line oriented; must be a team player;
  • Have outstanding communication skill with all levels of management and representatives;
  • Be available for periodic travel to regional Call Centers. 

Thông tin khác

  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

http://alma.vnQui mô công ty: 100-499
Công ty TNHH Khu Du Lịch Vịnh Thiên Đường (Công ty ALMA) chính thức hoạt động trong lĩnh vực du lịch nghỉ dưỡng tại thị trường Việt Nam vào năm 2013. Trải...Chi tiết

TRAINING AND COACHING MANAGER

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