Amazon - Training Manager

Job Description :

- Manage a team of front-line Training Managers and Communication Specialists, and support worldwide network of Trainers across different languages and processes within Customer Service Process.

- Determine Training needs by analyzing quality impacting issue and derive a plan of action to drive improvement

- Facilitate the execution of headcount scaling up efforts in CS across different geographies and languages.

- Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by Training Team.

- Ensure effective delivery of Communication Training and facilitate communication amongst the learners, trainers and instructional designers

- Drive improvements in training performance by innovating and sharing best practices globally.

- Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts

- Own the reporting and communication of training performance metrics to all the relevant Stakeholders.

- Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two and three year view.

- Facilitate continuous development of trainers and facilitators to support various learning initiatives

- Work towards succession planning to ensure seamless growth in team

- Identify and provide support and guidance to Temporary trainers

- Evaluate the effectiveness of training activities in relation to business goals and suggest changes

- Identify progressive tools and technology enablers that will improve effectiveness of training classes.