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Support the successful execution of the deployment of a fast-paced training program in a call center environment.
Ensure a team of trainers are on schedule and effectively leading a call center training program, virtually led.
Must be proficient in utilizing innovative approaches to training including using client feedback, Operations input and involve Account Leadership.
Will support the training program design and implementing performance and talent development processes and systems.
Support a Communications Change Management team that will be responsible for driving change within the business, ensuring no impacts to the day to day operations.
Effectively communicate to the Delivery teams.
Accountable for the overall program success of a call center training program, change management communications team.
Collaborate with the Training Coordinators, Delivery teams, Change Communication teams and Solution Owner to ensure optimization end to end process.
Ensure the assignment of training schedules and ensuring it aligns with Delivery expected outcomes.
Responsible for the team's management of training rosters, aligning user role assignments, and supporting any technology requirements tracking.
Forecast manpower requirements for trainer's trainer staff onsite.
Track and facilitate action items related to implementation and sustainment of training.
Support Change Management events, deployment activities, and sustainment planning.
Manage a team responsible for preparing instructional aids and materials such as end user training agendas, tent cards, and JKO competencies.
Responsible for ensuring Change Management process is being followed and collaborating with Delivery on effective communication to the end users.
Read more of the job description
Minimum of 3 years of experience leading training activities of 25 or more resources in classroom/virtual training settings
Minimum of 1 year of experience with change management
Minimum of 3 years of experience in a supervisory or team management role
Call Center Training Experience
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