The Training Manager leads the day-to-day Training operations, providing all training support. For new staff, he/she provides training on procedures and program specific requirements. The Training Manager also provides training and ongoing support for existing staff and coordinates both internal and external training, coordinates on-line learning and tracks all training through SAP Litmos. He/ she will implement a clear overall training strategy with scalable process / tools/ systems that allow efficient monitoring of decision accuracy and align to customer satisfaction requirement.
Lean Six Sigma certification (e.g., green belt, black belt, master black belt, or other)
At least 7 years of experience in Lean Six Sigma or related continuous improvement areas
Experience in change management, stakeholder management, and influencing people without authority
Experience in managing Lean Six Sigma projects and driving results
Strong oral and written communication, interpersonal, presentation and organization skills.
Ability to communication with all levels of staff, management, and senior leadership
Proven ability to work in ambiguity
Highly motivated to take ownership and drive initiatives with minimal direction
Demonstrated ability to lead and motivate teams of 3 or more high performing individuals Capacity to think strategically and innovatively
Manages day to day training operations, ensuring the departments’ requirements are being attained
Provides supervision as needed to assigned Training staff ·
Takes a leadership role in the continuous evaluation and improvement of training methods, communicating with staff, identifying their training needs, staying abreast of innovations in training techniques and encouraging a learning and improvement culture
Ensure Training’s framework is in place and coordinated across stake holders ·
Assess Training issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
Collaborates with all programs/markets to ensure a consistent standard in Training
Ensures performance and behaviors support the programs’ (WeSolveCX and Shared Services) performance quality improvement goals.
Plays a key role in the onboarding process for new hires by providing training in documentation requirements, including contract requirements and program/market procedures and guidelines
Completes quarterly Training Needs Assessment, provides results to stakeholders and coordinates training accordingly
Provides ongoing training for staff on documentation, best practices and procedural updates and provides ongoing training and guidance for supervisors and managers to best support staff. Creates and maintains resources for staff and their supervisors to reference.
Works with Clients on change management process, tools enhancements, and workflow amendments
Develop presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them
Provides hands-on support to Project Managers and Associates
Recognize when there are obstacles preventing others from achieving their goals and readily intervenes and finds resourceful ways to remove them
WeSolveCX provides best-in-class solutions in call centre service, consulting, digital marketing and digital experience to companies in the Americas and the Caribbean. We have vacancies available and are looking for bright talent like you to join our diverse, multicultural and global team. We are headquartered in Georgetown, Guyana, and employ approximately 400 people.