Call Center Training Manager (Remote) (Finance)

We are seeking a dynamic and highly skilled Training Manager to oversee and execute our call center training programs. This role will be responsible for developing and implementing new hire training programs, creating a continuous development strategy, and leading leadership development initiatives. You will be instrumental in shaping our call center team's success by fostering an environment of learning, growth, and employee empowerment. The ideal candidate will have a passion for training, coaching, and developing talent, and will collaborate with internal teams and vendor partners to ensure that the programs are effective, scalable, and tailored to our business needs.

1. New Hire Training Programs

• Develop, implement, and refine comprehensive training programs for new hires that cover call center operations, product knowledge, systems, and customer service best practices.
• Collaborate with vendor partners to execute training programs and ensure alignment with organizational standards.
• Monitor and evaluate new hire performance during and after training to ensure readiness for the role.
• Continuously assess and update new hire training materials to ensure they are up-to-date with industry trends and company needs.

2. Progressive Training & Development Programs

• Create and maintain a progressive training framework that ensures continuous employee development.
• Evaluate employee performance regularly and identify areas where additional training is needed.
• Design and implement training schedules that include both technical and soft skill training to ensure overall team development.
• Utilize data and feedback to assess the effectiveness of training initiatives and adjust programs as needed.

Leadership Development Programs

• Develop and execute a leadership training program aimed at enhancing coaching skills and leadership best practices for call center supervisors and managers.
• Provide guidance and support for leadership development to ensure that our leaders can effectively coach and mentor their teams.
• Create tools and resources to help leaders consistently evaluate and improve their team's performance.
• Establish key performance indicators (KPIs) to measure the success of leadership training programs.

Continuous Improvement and Assessment

• Regularly review training processes, materials, and schedules to identify opportunities for improvement.
• Implement surveys and feedback mechanisms to assess the effectiveness of all training programs.
• Analyze employee performance data to identify training gaps and recommend targeted training interventions.
• Stay current with industry trends and incorporate best practices into training initiatives.

Cross-functional Collaboration

• Partner with HR, Operations, and other departments to ensure alignment of training goals with organizational objectives.
• Serve as a liaison between vendor partners and internal stakeholders to ensure that external training initiatives meet internal needs.
• Collaborate with the leadership team to develop customized training programs for high-potential employees.