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hace 3 semanas

Guadalajara, México Ttec A tiempo completo

Manager, Learning & Development**Learning and Leadership Development Manager**Learning and Leadership Development (L&LD) Managers manage the operational and fiscal activities of Learning and Leadership Development department.Develop and lead the team.Utilize systems and procedures to improve the operating quality and efficiency of the Learning and Leadership Development department.Oversee all aspects of the delivery of training.Work daily to improve processes and performance that enhance bottom line results.Work closely with business partners and clients to resolve all training related issues.Improve efficiency and accuracy of training process; create and implement process improvements.Manage the staff in accordance with company policies, procedures, and client metrics.L&LD managers are held accountable for training department attrition, including trainers, agents, and overall project attrition.Responsible for team engagement, leadership, performance management, coaching and talent development.L&LD managers adhere to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.L&LD managers create and maintain a positive work environment.**Key Performance Objectives**1.**Achieve 100% of training goals.**Actively implement strategies and initiatives to enable the Learning and Leadership Development department to achieve its objectives.Communicate the core strategy and goals to the team.Establish metrics for success, set clear daily priorities, and drive the team to meet goals.Understand the key business objectives, timeframes, and client requirements associated with each training goal.**(Strategic thinking, project management, results orientation, business acumen, enthusiasm)**2.Manage day-to-day operations and deliverables.**Deliver timely and efficient solutions to all training related requests.Employ effective organizational and time-management skills to deliver solutions to routine and emergency requests and general needs within established timelines.Manage problem resolution as needed.Determine appropriate use of resources to meet training goals and schedules.Oversee and manage the facilitation quality of training classes; those include New Employee Orientation training, client required product classes, and language base classes.Accountable for Supervisors, Team Leads and Trainers certification.Manage regular preparation of reporting on training completion to a client and internal reporting.**(Problem solving, attention to detail, can-do attitude, persuasion and influence)**3.Improve the key success metrics associated with training goals.**These include:Associate Performance 30 days post-trainingTraining AttritionTraining SatisfactionERGMAbility to lead and partner successfully with teams, management and clientAbility to manage multiple, complex, on-going tasks and projectsHigh level of integrity, judgment and follow throughStrong coaching, people, and leadership skillsStrong attention to detail and desire to follow proceduresStrong analytical, verbal and written communications skillsData analysis skillsProficient in Microsoft OfficeProficient in English, both written and verbalBackground in training and/or adult learningTrainer Certification**Preferred Qualifications**Knowledge of call center businessCall center experienceSix Sigma**Primary Location**:: MX-JAL-Guadalajara**Job**:: Learning & DevelopmentJSGYM-TE

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