Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe excellent things happen when we work with people who think differently from us. Find a job you’ll love today
Position Purpose:
The Assistant Manager - Training is responsible for the daily management of the reporting systems and the support of the Trainers and Training Manager. The primary role is to ensure that reports and trainer observations are completed to meet or exceed the standards set forth by Everise and the client.
This role is required to complete Train-The-Trainer new-hire training and certification courses prior to the start of the first Agent/Representative new-hire training class within their respective site. Success is measured by training throughput, 90-day retention/KPI performance and Training NPS Survey results.
Job Responsibilities:
• Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
• Set the example for what "Best in Class" training facilitation, content, and workshop development
• Develop and grow a team of Frontline Trainers (virtual and onsite)
• Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance
• Audit use of Standard Operating procedures to ensure organizational success
• Execute and validate traine