Job Description:
- Ensure compliance with and implementation of PeakOS across all Learning operations (including Agenda Optimization, Learning Curve Management, Throughput Action Planning, SKEP, OCP/Nesting Continuous Improvement, TSLA – Training Service Level Agreement, etc.) within EverConnect.
- Manage the overall strategy and execution of training plans in accordance with Foundever’s and Client’s guidelines. Assist in developing operational training programs as needed, guiding executing managers and senior managers. Lead innovative initiatives that generate business impact and potential operational savings.
- Monitor and analyze data (including quality and training attributes); implement solutions to address root causes that will improve Training Throughput and Graduation Rates, and recommend solutions to enhance CMSR.
- Oversee a team of Learning/Language Managers and Senior Managers in completing tasks for assigned units, ensuring the training playbook is completed within expectations for client ramps or business-as-usual clients. Assist in the hiring and selection process for learning managers, learning leads and learning specialists. Ensures overight on hours work and time paid as aligned to budget.
- Develop, maintain and nurture collaborative relationships with Operations and Talent Acquisition to ensure commitment to training programs and to drive improvements in associate productiviry and performance. Proactively drive necessary communication channels and engage required individuals for this purpose.
- Partners and collaborates effectively with Quality Assurance/Continuous Improvement/Process Improvement to identify trends and areas of focus/improvement within the training experience (incl curriculum enhancements). Attends client calibration calls and any other internal calibration calls and adjust the new hire learning experience or create continuous education training in partnership with client to ensure operational performance requirements are met.
- Evaluates the effectiveness and relevance of training materials and make appropriate curriculum changes or recommended changes for the Foundever or Client Based Instructional Design and Development teams including training materials, agendas, reference library, testing and evaluation procedures and other job aids to ensure new and existing employees can perform required job duties.
- Responsible for attrition and ramp planning including prepaing, hiring and certifying LS resources, booking training rooms and coordinating w Operations, WFM and clients on readiness activities
- Develop strong partnerships with Client training contacts (incl vendor managers) to ensure training goals and objectives are calibrated and to provide inputs on client curriculum
- Manages and tracks all new hire and continuous education training hours are tracked for operational and financial reporting purposes. Ensures we maximize all billable training opportunities at an account level. Manage training staffing ratios to ensure optimal resource allocation and efficiency in training operations.
- Leads, insprires and provides positive and constructive guidance, support, coaching and feedback to learning leaders including establishing timelines, setting goals, and conducting ongoing coaching sessions. Develop leadership, project management, performance management, data analysis, and interpersonal skills.
- Achieve client-established performance and productivity goals. Support the site management team by identifying opportunities for high levels of positive customer experience and leading process and quality efforts to achieve them. This includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts.
- Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
- Ensure completion of coaching sessions through SKEP for the learning organization (LS SKEP, LM SKEP).
- Establishes and maintains the standards for cleanliness, safety and equipment readiness in the classrooms.
- Supervise new client/program implementation processes and evaluate effectiveness. Make recommendations and oversee implementation from the executing manager. Partner with Foundever’s and Client’s stakeholders to ensure achievement of the mentioned items.
- Develop a walking management culture within the team and creates a positive learning climate. Ensures we are are creating opportunities and driving LS call-taking when not in training to maintain skills and required product knowledge. Ensures all Learning Specialists are Foundever and Client certified and receiving on-going training and development for professional development.
- Maintain alignment with Regional VP, Country Manager, and Senior Business Unit Directors on training activities and proactively communicates performance results and solicits support and/or help when needed
- Ensure all EverGrade (formerly LEAPS) management-related activities are compliant for proper agent onboarding and performance.
- Adheres to Foundever policies on ethics and integrity
- May perform other additional duties and responsibilities as assigned
Qualifications
- Four-year college degree in a business-related field or equivalent experience.
- A minimum of 5 years of industry-related experience is required, ideally encompassing a blend of BPO, project management, and training roles with client-facing responsibilities. Preferred qualifications include expertise in statistical process control, personnel management, new client implementation, adult learning, and training monitoring. Experience with COPC and/or Six Sigma projects is highly desirable.
- Ability to work well independently or within a team.
- Strong experience in management of teams of level 2 seniority, overseeing groups and several managers/senior managers.
- Advocate for continued education and development.
- Highly conscientious and diligent.
- Superior communication skills, both verbal and written.
- Experience interacting with coworkers, Directors, and Executive+ levels.
- Understand customer needs and requirements to develop effective training control processes.
- Solid understanding of data analysis, statistical aptitude, and data management. Knowledge and experience with Lean and Six Sigma strategies preferable.
- Ability to provide direction, development, and coaching to training leaders.
- Proficient in MS Office software packages (Teams, Word, Excel, and PowerPoint).
Pre-employment Requirements
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
EEO Statement
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination
