Training Manager at Webhelp

Webhelp creates game-changing customer journeys. As your global CX BPO partner, we design, deliver, and optimize unforgettable human experiences for today’s digital world.

Description

• We would like to bring you on board a Training Manager in Accra to make our expansion a success story and model for our future endeavours.
• You will use your expertise and people skills to ensure an exciting learning and development experience for all colleagues at Webhelp Ghana.

What the job feels like

• In this role, you will steer our teams to success via training initiatives and activities. By building expertise and developing the team’s skills, you will be integral to maximizing performance, helping our colleagues achieve their objectives, and ensuring business growth.

As a Training Manager in our team, you will:

• Deliver training programs and manage the learning experience of the team.
• Design learning strategies that enable Customer Advisors to meet all of the KPI’s and service levels
• Design knowledge assessments and take actions based on results
• Ensure that new training materials are developed when required
• Collaborate with the Regional Training Director on implementing initiatives and
• Conduct all initial training programs for associates and operational management
• Monitor the associates’ performances and provide feedback for development opportunities
• Define training plans and knowledge based on assessment modules

Whom we’d like to have on our team

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to motivate others and go the extra mile for our colleagues will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Are native or proficient in English
• Have between 2 – 5 years of experience in a similar role Documented customer service experience is a plus
• Ability to manage a classroom effectively and manage pace based on multiple learning styles
• People leadership that includes classroom and class management: remove people from the class based on attendance, assessment scores, or other criteria that negatively impact operations, training, or class progress and do so proactively on their own
• Proven experience where trainers put learner experience and outcomes first.
• Ability to provide specific detailed feedback on training materials when needed. This includes verbal, written, and technical.
• Can handle unique situations confidently and solve problems quickly and effectively by critically analyzing relevant information
• Share our values of commitment, unity, integrity, recognition, and WOW

It would be a plus if you:

• Are comfortable working in a fast-paced and developing environment
• Documented customer service experience is a plus