DirecciónAbout the role
As a Training Manager you will be responsible for overseeing effective planning, administering and evaluation of process training programs and timely and efficient delivery of policy functions. Team management, governance, reporting and stakeholder management will also be a critical part of the role.
This is a full-time office based role, with office location in Santos, Lisbon.
Tasks and Responsibilities
In Training & Development scope:
- Govern the overall training function
- Ensure that training needs analysis is conducted timely and training is in line with findings for the verticals
- Track Training Surveys to understand feedback provided to trainers
- Identify and recommend modifications or addition in content to facilitate the learning needs of the new hires as well as tenured agents
- Conceptualise training interventions as per the learning gaps identified
- Guide trainers in conducting focus group discussion with Ops team
- Study bottom quartile & root cause analysis to identify high error areas
- Analyse monthly PKT outcomes with Trainers/QAs and focus on low scoring areas
- Overall governance and monitoring of NH batches and planning
- Discussions with new hires on any behavioral issues before handing it over to HR
- Ensure Training Throughput Attrition & Duration Policy
- Efficiency Improvement & Calibration are maintained as per agreed SLA
- Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team
- Maintain timely completion of interventions Policy & Content Creation
- Ensure the overall Policy Updates/knowledge dissemination function is running efficiently
- Review Crispers/Policy Shots/quizzes/RCAs and provide relevant feedback totrainers
- Understand policy needs of the floor and help the team initiate required policies/workflows through policy request to client stakeholders
- Ensure that all new policy updates coverage is reported at a frequency
In Team Management & Governance scope:
- Provide necessary direction to the team across tasks
- Review performance and conduct performance discussions
- Plan and nominate trainers for their developmental trainings
- Ensure optimum resource utilisation and proper work allocation
- Maintain Team Attendance & Assignments
- Define trainer deliverables and conduct one-on-one discussions
- Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
- Ensure all team trackers are maintained accurately and are up-to-date
- Audit trainer delivery through monthly Trainer Observations & share feedback
- Mentor & coach Trainers on their key responsibility areas & drive it towards completion
- Maintain Training & Policy data for project in line with the training compliance
- Responsible and work closely with business for any escalations, RCAs and training support
- Attend team and internal governance meetings as applicable and according to the business requirements
In Client Interfacing scope:
- Attend all relevant client meetings and act as the primary point of contact for the client
- Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
- Ensure all client tasks as delivered based on commitments made
- Create and present Training slides as part of business reviews
Skills and Experience
- Experience of at least 3/4 years of training programs, preferably within Technology/Trust & Safety domain
- Familiar with traditional and modern training processes (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) and understanding of Training SLAs
- Excellent written, verbal and interpersonal communication skills, in English
- Great people and presentation skills
- Solid track record in developing and executing successful training programs
- Critical thinker with innovative problem solving skills
- Attention to detail
We Offer
- Opportunity to be part of a global organization with good practices focused on continuous development
- Open-minded and multinational environment
- Pleasant and inspiring working atmosphere
- Professional development and ambitious tasks
- Stable employment
- Competitive salary and various benefit packages (private health care including dental care, life insurance)
*To be eligible for this role you must hold a EU passport or a valid work permit for Portugal.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 21 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
