Training Manager in Sandy, UT at Teleperformance US

Date Posted: 5/29/2019

Job Snapshot

  • Employee Type:
  • Location:
    8850 1300 East
    Sandy, UT
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description

Purpose of Position


Responsible for managing a team of professional trainers within a specific site. Creates and implements training programs and oversees the development of new-hires and production MSRs. Analyzes performance metrics, develops performance improvement interventions and training solutions for driving performance improvement, evaluates productivity, and helps team members create long-term career plans.


Primary Duties and Responsibilities

·         Develop, implement, and monitor training programs.

·         Supervise competency and technical training for staff.

·         Conduct focus groups.

·         Create training materials aligned with ADDIE requirements.

·         Develop multimedia visual aids and presentations.

·         Evaluate needs of site and plan training programs accordingly.

·         Conduct performance evaluations, performance development plans, and provide feedback.

·         Schedule classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

·         Manage staff of classroom trainers.

·         Conduct continuing education training for training staff.

·         Provide logistical support, course development, delivery, evaluation, testing, process measurements, cost management and strategic alignment to organizational goals.

·         Plan the implementation and facilitation of activities and events, material production and distribution, and other resources to ensure that training activities are managed within authorized budget constraints.

·         Assist with the development of strategic plans and problem solving strategies.

·         Manage the integration, application, adherence and analysis of the BEST T&D process, procedures, and requirements to ensure continued site compliance.

·         Develop cross-functional relationships.

·         Work closely with Site Director, CCM, ACCMs, QA, MSAT, Recruiting, and HR to identify potential gaps in training and recommend updates. Document and process recommendations of client specific content.

·         Conducts personal research in order to keep abreast of latest training trends and adult learning principles to keep training exciting and participants engaged.

·         Manage training program, training reports and follow-up.

·         May be called upon to travel to other centers to assist when fellow trainers are unavailable.

Job Requirements


·         College degree or equivalent experience

·         Minimum 2 years training experience

·         Experience in the Insurance Industry preferred

·         Competent in adult learning, generational learning, blended learning, Kirpatrick, ADDIE, Cagnes 9-Events of learning, needs and gap analysis, and performance measurement.

·         Minimum of one year experience in a call center, customer service or related environment

·         Consistently achieves all KPIs or provides quantifiable results from previous training activities

·         No written warnings within past 6-months

·         No attendance issues

·         Lives by and believes in TP Core Values and TP DNA

·         Proficiency in Microsoft applications

·         Excellent oral and written communication skills

·         Detail-oriented

·         Exceptional motivator

·         Strong facilitation, counseling, coaching, mentoring, leadership, decision making, customer service and interpersonal skills

·         Curriculum development experience highly recommended for position success

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