Business Interlock Associate Manager

OVERALL PURPOSE:
Client facing role, manages team of trainers and content developers/writers.

RESPONSIBILITIES:
Assessment of Training Needs:

• Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs.
• Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.

Reporting

• Generates, reviews, and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients
• Maintains collection and tracking of relevant Training data
• Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees performance

SKILL AND QUALIFICATIONS:

• At least 7 years overall work experience; 5 years leadership experience
• At least 2-3 years of work experience in the Contact Center / BPO industry
• At least 2-3 years of training or teaching experience
• At least 3 years training management experience is required
• At least 3 years of experience in business training, professional development, research and workshops is good to have but not required
• Excellent presentation skills
• Ability to implement end to end training needs analysis (TNA)
• Ability to analyze performance trends and implement intervention programs to address performance gaps
• Knowledge of Adult Learning Theory