Contact Center Bilingual Training Manager

hace 7 días

Saltillo, México ContactPoint 360 A tiempo completo

Join our CP360 Family, today

Who We Are:
We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We are proud to call ourselves innovative leaders in the industry and value how we have been able to grow significantly from 5 to 3000+ employees since opening 15 years ago. We are Great Place to Work certified and offer an award-winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand.

At ContactPoint 360, we trust and empower our team when it comes to providing best-in-class interactions. We believe in thinking and acting differently.

Why this job’s a big deal:
This individual serves as the senior leader over the Training, Instructional Design, and Business Intelligence functions within the call center. The primary customer for this group is the Operations team, however, there are multiple dotted line relationships throughout the department and larger enterprise.

The Training and Development Manager, under the direction of the (VP), is primarily responsible for overseeing all training and development activities at cp 360. The Manager is responsible for developing, updating, planning, and implementing training and development programs. Other responsibilities will include: collaboration with management staff to assess and facilitate employee training needs; oversee performance of gap analysis, job analysis, and appraisal schemes; and regularly consulting with management to identify training gaps. The Training and Development Manager will ensure all training and development programs are developed or purchased in a cost-effective manner, assessing the return on investment of all programs to ensure maximum benefit to employees and the organization.

Job Duties:
Oversee the competencies framework for the organization

Develop, implement, and monitor training programs

Identify and assess current and future training and development needs of the organization

Produce training materials for in-house training

Oversee the development and administration of job analyses, appraisal schemes, etc. to identify training and development needs

Consult with managers and other members of the human resources team to determine needs

Work with management staff to determine training gaps in existing training and make amendments to ensure proper training is delivered to all staff

Develop and organize training manuals, educational materials, and any other items used for training

Oversee the orientation program for all new hires, evaluating its effectiveness and implementing changes as needed

Keep up-to-date with changes in the field of training and development by attending seminars, workshops, webinars, etc. for continuous learning opportunities

Oversee the training and development team

Train instructors and managers in techniques and skills for training and coaching employees

Evaluate instructors’ performances and effectiveness of training programs being delivered, working towards continuous improvements

Provide ongoing coaching to training and development team

Develop annual budgets and plans for the training and development department

Develop, manage, and adjust the succession planning program for the organization

Work with management to determine succession plans for key individuals within the organization

**Requirements**:
College Degree / or similar degree

(4) years of work experience focused on training and development

Demonstrated knowledge of change management

Ability to develop and implement successful and effective training and development programs and activities

Effective communication skills with individuals at all levels of the organization

Strong problem identification and problem resolution skills

Ability to interpret and implement company policies and procedures

Extensive people management skills

Experience dealing with third parties, consultants, and training specialists

Proven ability to implement and manage budgets

Proven ability to design and implement different forms of training and development

**Salary**: $35,000.00 - $40,000.00 per month

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