Contact Center Bilingual Training Manager

Join our CP360 Family, todayWho 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.**Job Description**: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 organizationDevelop, implement, and monitor training programsIdentify and assess current and future training and development needs of the organizationProduce training materials for in-house trainingOversee the development and administration of job analyses, appraisal schemes, etc. to identify training and development needsConsult with managers and other members of the human resources team to determine needsWork with management staff to determine training gaps in existing training and make amendments to ensure proper training is delivered to all staffDevelop and organize training manuals, educational materials, and any other items used for trainingOversee the orientation program for all new hires, evaluating its effectiveness and implementing changes as neededKeep up-to-date with changes in the field of training and development by attending seminars, workshops, webinars, etc. for continuous learning opportunitiesOversee the training and development teamTrain instructors and managers in techniques and skills for training and coaching employeesEvaluate instructors’ performances and effectiveness of training programs being delivered, working towards continuous improvementsProvide ongoing coaching to training and development teamDevelop annual budgets and plans for the training and development departmentDevelop, manage, and adjust the succession planning program for the organizationWork 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 developmentDemonstrated knowledge of change managementAbility to develop and implement successful and effective training and development programs and activitiesEffective communication skills with individuals at all levels of the organizationStrong problem identification and problem resolution skillsAbility to interpret and implement company policies and proceduresExtensive people management skillsExperience dealing with third parties, consultants, and training specialistsProven ability to implement and manage budgetsProven ability to design and implement different forms of training and development**Salary**: $35,000.00 - $40,000.00 per month