Summary
The Sr. Manager Training has management responsibility for a single or multiple team(s) of Client Training Associates providing the first line of technical support to clients using our product. The Sr. Manager, Quality is responsible for the overall direction, coordination and evaluation of all Quality Leadership employees in the applicable portfolio or vertical. This position develops comprehensive processes with appropriate linkages to organizational and operational efficiencies, effectiveness and contributing to business scorecard outcomes. He/she ensures compliance to client quality measures and sales/service performance and manage overall operation of Quality Team across multiple verticals, clients with programs across multiple sites or geographies within those verticals.
This role is based on site in Johannesburg and you will be required to work flexible shifts between the hours of 3pm to 1am (aligned to US working times)
Description
- 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 to facilitate a smooth transition to the product
- Oversee training of internal and external customers as needed on various aspects of the product and provide subject matter expertise to other departments with product overview and conversion mapping
- Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Manage staff to provide appropriate scheduling of trainers for conversions
- 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 Concentrix’ 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
- Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
- Achieve profitability and client satisfaction objectives by applying consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores
- Recommend modifications to organizational policies and procedures and reinforce the company’s direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives
- Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Ensure appropriate staffing and utilization of Quality staff to achieve budget and forecast assumptions for the Quality Organization
- Participate in existing client and client prospect presentations on quality initiatives and methodologies
- Integrate Corporate Quality activities with other organizations such as Operations, Resource Units (Analytics, Learning,) globally
- Oversee training of internal and external customers as needed on various aspects of the product and provide subject matter expertise to other departments with product overview and conversion mapping.
- Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Manage staff to provide appropriate scheduling of trainers for conversions
- 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 Concentrix’ 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
- Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
- Achieve profitability and client satisfaction objectives by applying consultative and needs analysis skills to recommend optimal process solutions (training and operational processes) to achieve account metrics and high client satisfaction scores
- Recommend modifications to organizational policies and procedures and reinforce the company’s direction, vision, and values; partner with process owners and respective supporting personnel to formulate and implement process management procedures, goals and objectives.
- Create departmental goals, objectives, and strong relationships with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- Ensure appropriate staffing and utilization of Quality staff to achieve budget and forecast assumptions for the Quality Organization
- Participate in existing client and client prospect presentations on quality initiatives and methodologies
- Integrate Corporate Quality activities with other organizations such as Operations, Resource Units (Analytics, Learning,) globally
What You'll need...
- Telecommunications experience - local or international essential
- US working hours - essential
- Remotely managing an account
- 2 Years Senior Training and or Quality Management experience in the BPO sector - Essential
Each Concentrix brings a different energy, passion, a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title..
