Job Description
Job Position (JP) - Training Manager
Reporting To - Chief Manager (Customer Excellence Team)
Position Responsibilities:
-Identify and assess the training needs of the Customer Experience Team through job analysis, career paths and consultation with managers.
-Develop individualized and group training programs that address specific business needs.
-Develop training manuals that target tangible results.
- Implement effective and purposeful training methods.
- Evaluate performance to ensure that training is meeting business needs and improving performance.
- Assess employees' skills, performance and productivity to identify areas of improvement.
- Drive brand values and philosophy through all training and development activities.
-Effectively communicate with team members, trainers and management.
-Create a curriculum to facilitate strategic training based on the organization's goals.
- Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
- Manage the technologies and technical personnel required to develop, manage and deliver training.
-Keep abreast of training trends, developments and best practices.
-Create reports to track progress.
-Understand basic terminologies of Training and proficient in TNA/TNI, classroom training, customer sentiment understanding, onboarding and training new employees.
Specific skills required for the role:
- Proven work experience as Training Manager or similar role
- Knowledge of organizational effectiveness, management and training
- Experience in planning and strategy
- Familiarity with business and financial principles
- Excellent communication skills
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