Senior Training Executive
14 hours ago
The Senior Training & Quality Manager role at Concentrix is responsible for managing the training team, overseeing training of internal and external customers, providing subject matter expertise, and designing course agendas.
This position involves coordinating backlog/live support schedules, resolving issues, and meeting with assigned trainers to review schedules and specific client information.
The ideal candidate will have a Bachelor's Degree in a related field and ten years of relevant experience, along with excellent communication skills and advanced Microsoft Office skills.
Responsibilities- 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
- Oversee training of internal and external customers as needed on various aspects of the product
- Provide subject matter expertise to other departments with product overview and conversion mapping
- 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 Convergys' 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
- Bachelor's Degree in related field from a four-year college or university with ten years of relevant experience preferred
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Advanced Microsoft Office skills
- Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Demonstrated ability to take initiative and ownership with focus on continuous improvement
- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
- Ability to travel, as needed
- Experience in managing functional groups
- Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives.
- Day 1 HMO
- Competitive Compensation
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