Transcom

The Senior Training Manager is responsible for the creation, development, and enhancement of the training program and. He/She has a support function towards the operations. The primary objective is to provide the Local Training Manager and Trainers  with the appropriate training programs, in line with the identified internal, external and client needs.

Key Responsibilities:

Communication:

●      Communicate with the Training Managers on organization information specific to training needs, tools (existing and new), procedures, material, escalation, etc.

●      Actively participate in activities at an organization level, attending conferences, participating in workgroups, and collecting and spreading information.

●      Act as a point of escalation and provide support on training, operations, implementation and utilization of tools, procedures, and process compliance.

●      Ensure that the coaching is documented and behaviors are reinforced to drive performance.

●      Represent Training in Daily. Weekly and Monthly meetings / Business reviews both internal and client

Training:

●      Evaluate the effectiveness of the training, its adherence to the client's needs and expectations.

●      Adjust the training material and develop new tools in order to reach the defined quality levels.

●      Work closely with the Sr. Director for Training as well as the Ops leader in order to execute training strategy around the middle management functions.

Process:

Key Performance Indicators (KPIs):

●      Completion of training programs including compliance requirements

●      Employee performance improvement rates.

●      Employee engagement survey scores related to training.

●      Feedback from stakeholders on the effectiveness of training programs.

Data Management:

●      Use data to evaluate the effectiveness of training programs and make improvements as necessary.

●      Review key metrics related to training, such as completion rates and employee performance improvement rates, to identify areas for improvement.

Frequency of Activities:

●      Daily data review and analysis of key metrics related to training and employee performance.

●      Weekly meetings with the Training Manager to review coaching and trainer ratios.

●      Daily/Weekly Training Manager Inspection to ensure execution of team process adherence.

●      Weekly Floor Walk Time to observe activity, engage with employees, and provide recognition.

●      Weekly Coaching Observation to confirm coaching alignment and discuss observations with theTraining Manager.

●      Monthly Skip Level Engagement to maximize leadership visibility and keep a hand on the team pulse and morale.

●      Weekly Training Manager 1x1 Meeting to review individual performance and discuss any gaps, root causes, and solutions.

●      Weekly Manager Meeting to share readouts on all KPIs, business, client, and process updates.

●      Monthly FGD to document feedback and create action plans to address opportunities.

●      Monthly Internal Calibration to ensure client expectation alignment.

●      Quarterly RnR/all-leadership meeting to provide recognition for successes and key focal points.

●      Daily touch base meeting with the Training Managers and Training Supervisors to review prior day results, current day game plans, and necessary updates.

What we are looking for: