TracFone Wireless, Inc. is currently seeking someone who will manage training staff, training programs, training tools, training materials and training metrics for internal and external employees of the organization both domestically and internationally by performing the following responsibilities:
Responsibilities:
- Manages Offshore New Hire & Specialty Trainers and the Miami Technical Trainer(s) to deliver corporate programs, product brands, and other specialty and developmental training programs, and at times delivers training in the Offshore Customer Care Centers and onsite for the TracFone corporate offices and field employees.
- Coaches, mentors and supports Offshore New Hire Trainers and TracFone Corporate SMEs in the delivery and feedback of product and services training classes.
- Ensures timely reporting of Trainer records and updates files and reports.
- Works closely with the TDD team to ensure all training flashes and training material is updated and relevant.
- Ensures consistency of training information and delivery across all locations with accurate and up to date information and materials.
- Develops, implements, monitors and manages the training programs training tools, training metrics, training policies, and schedules, based on knowledge of identified training needs, operational needs, company production processes, business systems, or changes in products, procedures, or services within the organization, both onsite and offshore.
- Evaluates and supervises the training and performance of Trainerâs and their metrics and utilization and monitors the progress of trainers and the certification process of trainees.
- Supervises the proper use of training agendas, meetings and metrics, testing and evaluation procedures, training systems, multimedia visual aids, and other educational materials. Ensures e-learning modules, testing and reporting is implemented in training classes where appropriate.
- Trains and communicates assigned SMEâs, Trainers and other personnel with effective adult delivery techniques for optimal learning, including but not limited to areas such as management and supervisory education, etc.
- Ensures effective communications and timely distribution and posting of Training Flashes, Ticker updates, and other urgent matters to all Customer Care Centers and/or Corporate locations appropriately.
- Supports the Senior Manager of CCCM & Training in the direction, coordination and implementation of information, policies and procedures, training programs, development activities and various business programs as/when/where needed within the Miami Corporate location(s) and the International Care Centers.
- Ensures that all weekly meetings and calls, such as TQA, Trainer Management meetings, etc., are taking places on a regular basis, as needed.
- Develops and delivers professional training materials and programs as dictated by the needs of the business.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, include interviewing, hiring, and training of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Skills
Required Experience
- Bachelorâs Degree required.
- 5 years of training and development management experience.
- 3-5 years experience in a corporate training and quality culture.
- 3-5 years International Customer Care Center experience.
- Must be a self-starter able to work independently and with little supervision.
- Ability to professionally create and write reports, email, business correspondence, and to develop and produce procedural and training manuals.
- Must be able to coach and certify the training and SME staff to deliver professional communications, presentations and adult training and delivery methodologies.
- Problem solving and ability to resolve differences among team and class members to ensure effective training.
- Ability to apply advanced mathematical concepts to determine trends and needs and for reporting purposes.
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