Job Description

Manage the training team on issues and assignments, listen to needs and concerns of team members, resolve issues, and be responsible for the coordination of backlog/live support schedules to facilitate a smooth transition to the product Oversee training of internal and external customers as needed on various aspects of the product and provide subject matter expertise to other departments with product overview and conversion mapping Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems Manage staff to provide appropriate scheduling of trainers for conversions Design and implement course agendas for each class and communicate course content outlines to customer and trainers Modify curriculum content and materials to meet variable learner needs and satisfy customer goals Meet with assigned trainers to review schedules and specific client information Lead status meetings and relay pertinent information to rest of the team Manage any issues or conflicts with customer or other Concentrix' personnel Analyze customer class attendance and trainer evaluations completed by the customer and take appropriate corrective action, if necessary Conduct performance reviews with trainers based on customers' written training evaluations Conduct internal training classes in order to keep staff up to date and informed on product knowledge Provide competent software support for clients, which requires rapid problem identification and resolution Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements Achieve profitability and client satisfaction objectives by applying consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores Recommend modifications to organizational policies and procedures and reinforce the company's direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) Ensure appropriate staffing and utilization of Quality staff to achieve budget and forecast assumptions for the Quality Organization Participate in existing client and client prospect presentations on quality initiatives and methodologies Integrate Corporate Quality activities with other organizations such as Operations, Resource Units (Analytics, Learning,) globally Oversee training of internal and external customers as needed on various aspects of the product and provide subject matter expertise to other departments with product overview and conversion mapping. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems Manage staff to provide appropriate scheduling of trainers for conversions Design and implement course agendas for each class and communicate Course content outlines to customer and trainers Modify curriculum content and materials to meet variable learner needs and satisfy customer goals Meet with assigned trainers to review schedules and specific client information Lead status meetings and relay pertinent information to rest of the team Manage any issues or conflicts with customer or other Concentrix' personnel Analyze customer class attendance and trainer evaluations completed by the customer and take appropriate corrective action, if necessary Conduct performance reviews with trainers based on customers' written training evaluations Conduct internal training classes in order to keep staff up to date and informed on product knowledge Provide competent software support for clients, which requires rapid problem identification and resolution Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements Achieve profitability and client satisfaction objectives by applying consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores Recommend modifications to organizational policies and procedures and reinforce the company's direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives. Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) Ensure appropriate staffing and utilization of Quality staff to achieve budget and forecast assumptions for the Quality Organization Participate in existing client and client prospect presentations on quality initiatives and methodologies Integrate Corporate Quality activities with other organizations such as Operations, Resource Units (Analytics, Learning,) globally
What You'll need...

Telecommunications experience - local or international essential US working hours - essential Remotely managing an account 2 Years Senior Training and or Quality Management experience in the BPO sector - Essential
Each Concentrix brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title..