Teleperformance USA Hiring for Licensing Training Manager at Olympia, Washington Full Time

Overview:

Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction. We are the largest interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique.

Responsibilities:

• Manages training programs and learning experiences for adult learners in a site.

• Hires, trains and supervises a staff of trainers.

• Develops/implements training programs for contact center personnel, which may include management development programs.

• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.

• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.

• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.

• Conducts the most complex training classes.

• Develops standards for monitoring agents/representatives.

• Ensures that feedback programs provide agents with guidance to keep training effective

KNOWLEDGE/ABILITIES/SKILLS

• Strong understanding of computer basics (Windows, Excel, Word, Outlook Email and Internet).

• Strong problem-solving skills, research skills and decision-making skills.

• Excellent interpersonal skills.

• Organization and time management skills.

• Excellent listening and oral/written communication skills.

• Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.

• Good judgment and the ability to express thoughts clearly and simply.

EDUCATION

Four-year college degree or equivalent directly related work experience.

Qualifications:

• Licensed, ideally in Property and Casualty, Personal Lines or Life and Health with training in these areas or related work experience. If not licensed, will require licensing completion within 30 days of hire.

• 3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.

• Solid understanding of training processes and practices for adult learners.