Everise
AssistantManager-Training
Neural analysis suggests this role is
optimal for Mid candidates.
“Assistant Manager - Training at Everise. Skills: Training management, Trainer development, Performance metrics, Reporting. Manage daily reporting systems. Support Trainers and Training Manager”
What You'll Achieve.
Meet or exceed standards set forth by Everise and the client; High ratings on new hire evaluations; High KPI performance; High 90-day retention/KPI performance; High Training NPS Survey results; Deliver deadlines and results in a fast-paced environment; Proven success in training throughput; Proven success in 90-day KPI proficiency
Industry & Context.
Schedule Flexibility. Training classes are AM and PM and could include weekends
What They're Looking For.
Must Have
One year instructing in an adult learning environment, Undergraduate degree in Instructional Design, English or a related discipline, One year in supervisory role, Virtual online experience in blogging or teaching, Ability to build rapport in an online virtual environment, Excellent oral and written communication skills at all levels of the organization, Ability to understand Standard Operating Procedures and when to ask for guidance, Ability to adapt and implement changes on the fly, Experience in developing and onboarding trainers in virtual or brick and mortar environment, Demonstrated presentation and facilitation skills, Ability to multitask and deliver deadlines and results in a fast-paced environment, Experience in leading multiple simultaneous new hire classes, Proven success in training throughput and 90-day KPI proficiency, Understanding of training and financial impacts with attrition, Proficiency in Microsoft Office applications including Adobe Connect, Excel and PowerPoint, Schedule Flexibility
Nice to Have
preferably in the contact center, customer service or related industry, preferable training or operations, Outgoing personality
What You'll Do.
Manage daily reporting systems
Support Trainers and Training Manager
Ensure reports and observations meet standards
Complete Train-The-Trainer courses
Ensure trainers focus on training delivery
Set example for training facilitation
Develop and grow Frontline Trainers
Maintain high success rate of training graduates
Audit Standard Operating Procedures
Execute and validate trainer readiness
Conduct proficiency evaluations
Certify trainees for assigned programs
Utilize adult learning principles
Build and iterate upon training needs
Ensure Trainers complete pre-season preparation
Ensure adherence to curriculum
Attend client sponsored training meetings
Coordinate training related tasks
Track client training procedures
Provide accurate reporting and records
Ensure team completes payroll tasks
Identify implementation needs
Facilitate classes as needed
How You'll Work.
Team & Collaboration
Work with Training Managers to identify implementation needs
Communication Scope
Excellent oral and written communication skills
Full Job Description
## **_Company Overview_** Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Position Purpose: The Assistant Manager - Training is responsible for the daily management of the reporting systems and the support of the Trainers and Training Manager. The primary role is to ensure that reports and trainer observations are completed to meet or exceed the standards set forth by Everise and the client. This role is required to complete Train-The-Trainer new-hire training and certification courses prior to the start of the first Agent/Representative new-hire training class within their respective site. Success is measured by training throughput, 90-day retention/KPI performance and Training NPS Survey results. Job Responsibilities: • Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching • Set the example for what "Best in Class" training facilitation, content, and workshop development • Develop and grow a team of Frontline Trainers (virtual and onsite) • Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance • Audit use of Standard Operating procedures to ensure organizational success • Execute and validate
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