Job Description

Main Activity

• Collaborate with managers and supervisors to assess training and onboarding needs.

• Propose and develop training and development programs and objectives.

• Oversee on-the-job training, ensuring the use and development of "best practice" methods

• Evaluate training progress and procedures, monitoring and analyzing course effectiveness, updating curriculum as needed.

• Provide feedback to supervisors about employee expertise evaluations and leveling.

• Maintain flexibility with work hours to support business needs.

• Identify and express to the Team Leader (IAB3) any risks regarding health, safety, quality and environment, including reporting all incidents and near misses.

• Know the recommended gestures to perform the standard operating modes. Suggest proposals to improve the operating mode.

• Ensure the quality of the operations performed by controlling and respecting the standards

• Apply escalation process in case of any deviation (safety, environment, quality, performance)

Job Duties and Responsibilities

• Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

• Prepares new representatives by conducting an orientation to processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.

• Determines training needs by observing; studying based on the high volume of Trouble tickets being created, service and customer experience results reports; conferring with management.

• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions in a classroom environment and remotely; developing outcome improvement resources.

• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

• Supports training financial objectives by recommending budget items; controlling costs.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Engages in all tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

• Thorough understanding of the Delivery process for new product development and launches.

• Attend global and regional meetings/training sessions.

• Performs all other duties as required.

Physical Job Description:

• Active Verbal communication in a classroom environment, 8 to 9 hours each scheduled work day.

• Sitting and standing positions 8-9 hours each scheduled work day.

• Close proximity to computer screens.

• Ability to work within fluctuating background noise and movement.

• Close proximity to surrounding co-workers, open area seating.

Shift(s):

• Must be flexible with the ability and willingness to work late evenings, weekends and certain holidays.

• Must be able to travel to other locations and field offices. Service Desks are operational 7 days a week, 24 hours a day.

Required Qualifications

• Ability to develop training and methodology programs that are unique to the organization’s goals, values and mission statement.

• Customer sales and service training experience (minimum of 3 years in industry or related field).

• Ability to problem solve.

• Strong analytical and decision-making skills.

• Self-development skills.

• Ability to handle multiple projects and prioritize.

• Must be able to travel up to 25%.

Preferred Qualifications:

• 5+ years in a training environment.

• 3+ years methods and procedures documentation and development.

• Bachelor’s degree or higher.

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