Training Manager - Kentville, NS

Training Manager

Purpose: To build a training team capable of evaluating, motivating,
and training employees to provide world class service to our client.
In addition, as Training Manager the successful incumbent is
responsible for using the corporate defined training process for the
purpose of planning, executing and the overall administration of
training to meet the day to day training requirements. These training
requirements include training for agent level positions, supervisor
and middle management roles. This also includes the hiring,
supervision, development and performance management for trainer
resources. This role requires travel between contact centre location
and client sites.

Responsibilities: Reporting to the Site Director, you will develop
strategies and initiate actions to support for product training. In
this key role, you will be responsible for managing all aspects of
training. It will be your role to lead the front line development of
our group to its full potential.

· Responsible for using the corporate defined training process
(analysis, design, deliver, assessment and validation) in meeting the
day to day training requirements of the site.
· Carry out needs analysis for the purpose of identifying specific
training requirements.
· Design new curriculum and performs updates to existing curriculum as
required keeping the Manager of Corporate Performance updated.
· Deliver training, responsible for monitoring, coaching and
evaluating participant progress.
· Provide training solution for agents and middle management
employees.
· Responsible for scheduling, facility preparation, reporting etc.
associated with training delivery.
· Perform program reviews for the purpose of assessing the success of
participates and program.
· Validate that training has had a positive impact on business
results.
· Take ownership that all hardware, software and training facilities
are secure and well maintained.
· Contribute to the corporate defined training process using Change
Control methodology.
· Review training resource needs and assign personal appropriately.
· Monitor results through statistic tracking and prepare detailed
reporting for management.
· Participate in the recruitment and selection process and development
and coaching of trainers.
· Attend client meetings (internal & external) and interactions as
required.

Qualifications:
· Minimum of 1 year Contact Centre experience.
· Minimum 3- 4 years of training experience and 1 - 2 years leadership
experience.
· Strong interpersonal and organizational skills.
· Ability to build and lead a team to perform at superior levels of
consistency.
· Proficient with various software application programs; MS Word and
Excel.
· Exception oral and written communication skills.
· Proven leadership ability.
· Proven application of strategic thinking and change management.
· Proficient in MS Word, PowerPoint, and Excel.
· Demonstrates organization and time management skills.
· Knowledge of curriculum development process.
· Knowledge of Adult learning principles.
· The ability to deliver enthusiastic and high energy presentations.
· Flexibility to work in a 7day 365 day work environment.
· Bilingualism is a definite asset (English/French).
· Community College diploma in Adult education or equivalent in
experience.
· CTDP (Certified Training and Development Professional) Designation
or Certified Training Practitioner is an asset
· Clear criminal abstract (must be bondable).
· Scheduling flexibility with weekend requirements.
· Adapts easily to new requirements and/or changes in a highly managed
work environment.

To Apply:
This position is based at our Kentville site. We offer a competitive
wage structure for this position, benefits including medical, dental,
and vision. As well we offer career advancement opportunities and a
FUN place to work!

Apply online at www.olsjobs.ca

On-Line Support Inc thanks all applicants for their interest, however
only those under consideration will be contacted