Training & Coaching Manager

Reporting to: Director of Telemarketing & Business Development
Subordinates: Quality Assurance staffs
Management area: nationwide
Position requires proven ability to successfully manage a dynamic Training and Development division with multiple site locations to help the company with internal effectiveness and ability. Provide leadership, mentoring, and developing employees ‘skills; facilitating the growth of the individual performance and their ability to work effectively. Develop and manage a team that enhance Call Center skills. Increasingly, training and development manager are required to be strategic rather than reactive, assessing the skills and knowledge within an organization and determining what training is needed to grow and retain these skills.
Responsibilities:
Execute the initiatives
• Implement an umbrella management function that brands, centralizes, and standardizes training, job support, and quality management across all ALMA Call Centers (Hanoi and Ho Chi Minh); provide the direction needed for long-term scalability and consistency.
Performance Consulting
• Provide consulting support to BOD on executing key L&D strategies; • Execute consulting processes and approaches increase of the client.
Training and Facilitation
• Identify training and development needs within Call Center (related to the new-hire, refresher, staff and managers) through job analysis, appraisal schemes and regular consultation with Call Center managers and human resources department;
• Oversee, design, and expand Call Center’s Training & Knowledge scheme (including effective induction programs, programs for both staff and managers) based on the needs of Call Center & the individual;
• Manage the delivery of training and development programs and, in a more senior role, devising a training strategy for the Call Center;
• Produce training materials for in-house courses.
Organizational Effectiveness and Talent Management
• Review the progress of trainees and working closely with the Call Center’s managers to ensure internal processes are efficient;
• Amend and revising programs as necessary, in order to adapt to changes occurring in the work environment;
• Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process;
• Collaborate manager, support, and mentor coachers across locations;
• Lead the development of coachers as quality coaches and act as their mentor in dealing with the challenges of developing employee.
Typically reports
• Analyze business needs; identify gaps between ideal and actual performance required to meet organizational business needs and determine performance deficiencies; align solutions with business goals;
• Measure and report the impact of learning and development interventions using evaluation, metrics, focus groups, and performance results.