Posted Mar 14, 2024 267 views
Scope:
We are seeking a dynamic and experienced individual to join our team as the Head of Training and Development. The successful candidate will be responsible for designing, implementing, and overseeing all training and development programs for our contact center staff. They will play a pivotal role in ensuring that our employees are equipped with the knowledge, skills, and tools necessary to deliver exceptional customer service.
Key Responsibilities:
1. Training Program Development:
- Develop comprehensive training programs tailored to the needs of different departments and roles within the contact center.
- Collaborate with department heads and subject matter experts to identify training needs and priorities.
- Continuously review and update training materials to ensure relevance and effectiveness.
2. Training Delivery:
- Facilitate training sessions for new hires and existing employees, both in-person and virtually.
- Utilize a variety of instructional techniques and formats to engage participants and maximize learning outcomes.
- Monitor and evaluate training sessions to identify areas for improvement and make necessary adjustments.
3. Performance Management:
- Implement performance metrics and evaluation processes to assess the effectiveness of training programs.
- Analyze training data to identify trends, gaps, and opportunities for improvement.
- Provide feedback and coaching to trainers and trainees to enhance performance and development.
4. Leadership and Team Management:
- Lead a team of training professionals, providing guidance, support, and mentorship as needed.
- Foster a culture of continuous learning and development within the contact center.
- Collaborate with other departments to ensure alignment of training initiatives with organizational goals and objectives.
5. Compliance and Quality Assurance:
- Ensure that all training programs comply with relevant regulations and industry standards.
- Conduct regular quality assurance checks to ensure training materials and practices meet established criteria.
Requirements
- Bachelor's degree in Human Resources, Business Administration, Education, or a related field
- (Master's degree preferred).
- Proven experience in training and development, preferably in a contact center or customer service environment.
- Strong leadership and team management skills, with the ability to inspire and motivate others.
- Excellent communication and presentation skills, with the ability to convey complex information in a clear and concise manner.
- Demonstrated ability to design and deliver effective training programs that drive performance improvement.
- Proficiency in learning management systems and other training-related technologies.
- Strong analytical and problem-solving skills, with the ability to analyze data and make data-driven decisions.
Job Details
Finclude is a fintech & IT recruitment services provider company. Finclude specializes in building business, tech and risk teams for fintechs, banks and other companies building the fintech ecosystem. We work with banks, fintechs & IT companies in Pakistan and the Middle East region to build tech teams.
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