Hybrid Call Center Training Manager

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Why should you consider TSI (part of TSI family of companies)?

• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

• Coordinates and organize Training Team across several sites to deliver and analyze TSI approved New Hire and Developmental Training
• Facilitates partnership with Training & Quality Management at multiple sites to communicate new initiatives, changes in Client expectations, and best practices to improve processes and functions
• Suggests training curriculum and methods recommendations to Senior Management and Clients and provide feedback to Training & Quality Management for improvements and curriculum revisions
• Serve as a liaison between Clients and Operations departments to communicate new information and areas of improvement to ensure training is completed to meet Client expectations

• Ensures Training staff is effectively delivering all training programs

• Creates and review productivity reports, New Hire training surveys, and New Hire performance to communicate to Senior Management, Training & Quality Management, and Training team to ensure training and skill retention effectiveness
• Facilitates communication to educate Operations Staff of new policies, procedures, regulations, requirements, or expectations, and develop training programs and procedures to effectively train Operations staff. Deliver and facilitate training programs for areas of improvement based on business needs, productivity reports, and survey results
• Ensures Training Team are effectively delivering TSI approved training programs and information, monitor trainer effectiveness, and provide feedback for areas of training improvement
• Documents and discusses all course evaluation results of every training class with Training & Quality department Staff

• Manages and participates in initiatives and projects performed by the Talent Development, Training Team
• Manages transfer of learning initiatives. Participates in calibration sessions
• May deliver developmental and remediation training based on business needs
• As needed, will assist with: other administrative and/or budgeting tasks, conduct training programs, and/or design and develop content
• Responsible for the progressive discipline of their direct staff

• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties
• Knowledge, understanding, and compliance with TSI policies and procedures
• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives. Accountable for all decisions, actions, and directives with respect to job responsibilities
• Follow up in a timely manner to ensure customer satisfaction. Provide feedback to management concerning possible problems or areas of improvement
• Makes recommendations to implement improved processes

• Performs a variety of tasks. Works under general supervision

• Performs other duties as assigned by management

• Bachelor's Degree or equivalent in relevant work experience

• 4-8 years of learning, talent development experience, in a fast-growth, results-driven, multi-site organization

• 1-3 years of management experience preferred
• Experience in a matrix management environment preferred
• Experience in managing Key Performance Indicators in remote locations
• Experience and understanding of adult learning methods and techniques

• Experience with distance learning tools, virtual classroom platforms and learning management systems
• Proficient with Microsoft Office tools including Word, Excel, PowerPoint, Outlook

• Ability to manage Representative development path to the Trainer and Supervisor level
• Ability to coach and motivate both new and experienced employees to perform their duties
• Ability to maintain the highest level of confidentiality
• Must possess strong problem solving skills

• Possesses detail-oriented project management skills with an emphasis on prioritization and attention to multiple deadlines
• Experience describing and documenting project or client requirements
• Proven collaboration and customer service skills with internal/external partners (team, SMEs, business partners and vendors)

• Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment

• Ability to adapt to a flexible schedule and changing priorities

• Proficient personal computer skills, including Microsoft Office
• Excellent interpersonal, written, and oral communication skills
• Ability to work in a team fostered environment

• Ability to travel
• Strong customer focus and customer service skills
• Ability to maintain the highest level of confidentiality
• Self-motivated, assertive and dependable with a sense of urgency

Physical Requirements:

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 20lbs with or without accommodation

Work Conditions: