Training Manager

UnifyCX is looking for an extraordinary **Training Manager** to join our motivated and ambitious team in Barranquilla.

**What Will You Do?**

As the** Training Manager**will oversee all aspects of training delivery within our BPO operations, ensuring that trainers and training supervisors are equipped with the tools, resources, and strategies necessary to meet client expectations. This individual will collaborate with internal stakeholders, clients, and cross-functional teams to design, implement, and monitor effective training programs that align with operational goals and client requirements.

**Key Responsibilities**:

- **Team Management**: Provide coaching and feedback to training supervisors and trainers to enhance performance and ensure adherence to best practices.
- **Training Design**: Develop new hire training curriculum, comprehensive training modules and refresher courses tailored to each campaign or site-specific needs. Update curricula as required to reflect new information, processes, or client feedback.
- **Ongoing Training**: Managing Ongoing training requirements for Production teams which includes Change Management, refresher and Process Policy changes.
- **Performance Monitoring**: Communicate with internal and external clients to review new hire performance and departmental KPIs. Identify opportunities to enhance training effectiveness and outcomes.
- **Client Engagement**: Attend client meetings to gather insights, address training-related concerns, and align training strategies with operational goals.
- **Training Oversight**: Conduct training observations and develop action plans to improve trainer performance and skillsets.
- **Strategic Planning**: Plan and strategize training initiatives throughout the year, with a focus on addressing peak seasons and high-growth periods.
- **Budget Management**: Oversee the training department's budget, ensuring efficient allocation of resources for activities and new hire engagement programs.
- **Engagement Activities**: Design and execute activities to foster engagement and retention among trainees during and after the training period.
- **Collaborator**: Collaborate with various departments to ensure training programs align with business objectives.

**Key Performance Indicators (KPIs)**:

- Training Attrition %
- Training Throughput
- Nesting and campaign performances

**Shifts**:
Flexible to work in shifts as and when necessary

**Who are you?**
- Proven experience in training management, preferably within a BPO or high-volume operational environment.
- Strong communication and collaboration skills to engage with clients and internal teams effectively.
- Expertise in designing and delivering training programs, with a focus on measurable outcomes.
- Demonstrated ability to manage budgets and develop engagement strategies.
- Analytical mindset with the ability to interpret performance data and drive continuous improvement.
- Flexibility to adapt to dynamic needs, including seasonal fluctuations in hiring and training demand.

**Who We Are**:
UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
- UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity._