Manager I, Training & Quality, Eng C1 Poland or Portugal residents only

Job Title:

Manager I, Training & Quality, Eng C1 Poland or Portugal residents only

Job Description

The Manager Training & Quality is responsible for overseeing with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes providing oversight of the Training and Quality team members who support their assigned portfolio. This position will maintain ongoing partnerships with other business and resource units focused on reducing costs and continual performance improvement of team.

Essential Functions/Core Responsibilities  

• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level Training and Quality performance
• Manage resources across the assigned portfolio (personnel schedules, varying account needs)
• Evaluate levels of Training and Quality process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key Training and Quality support processes within each account and recommends changes
• Maintains appropriate Training and Quality staffing levels according to program requirements
• Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions, collaborating with learning consultants and curriculum developers
• Acts as a primary point of contact for training and quality functions, partnering with program management within assigned accounts 
• Carries out management responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints

Candidate Profile 

• Related experience or experience in Contact Center environment
• Excellent communication skills, both written and verbal English
• Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented busin
• ess environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry
• Demonstrated business acumen
• Occasional travel required

Career Framework Role  
Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).  Is accountable for the performance and results of a team within own discipline or function.  Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.  Adapts departmental plans and priorities to resolve operational challenges.  Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.  Provides technical guidance to employees, colleagues and/or customers.  Has accountability for results in terms of costs, strategies and employees.

    

Disclaimer   
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. 

Location:

PRT Work From Home - Direct

Language Requirements:

Time Type:

Full time