About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g
About the Job
The Training Manager will be responsible for elevating both new hire and existing team members' workplace performance in partnership with our client’s core values and philosophy. Your passion and leadership skills should inspire individuals to enhance their service standard to a level of excellence and best in class luxury performance. The Training Manager will oversee and ensure execution of all training plans, while providing coaching and development to all training facilitators. Additionally, you will be responsible for assessing all training needs, assisting with classroom facilitation, updating policies, implementing curriculum and learning materials with the goal of developing a committed and vibrant team. You will also be responsible for promoting our internal culture and ensuring our brand standards are embraced across all departments.
As Training Manager, You Will
- Implement and successfully execute comprehensive professional development and training plans/programs
- Promote an inclusive learning environment, enhancing positive employee engagement and leadership development
- Oversee the effective delivery of computer training and learning programs in both remote and in-person environments
- Provide direction of new initiatives and opportunities, and foster "best in class" training and professional development
- Lead orientation and onboarding activities for new department leaders and support staff
- Assist in the development in training policies, manuals, multimedia visual aids, website pages and other educational materials to support learning and development initiatives
- Select, develop, supervise, evaluate all training facilitators; ensuring deliverables are met followed-up by corresponding action plans when necessary
- Identify training needs and training gaps in the organization in a close cooperation with management team
- Perform regular quality control and on the floor presence to evaluate implementation of visual and operational SOPs and brand standards
- Evaluate training effectiveness of taught skills and techniques into employees work behavior and quality results
- Periodically evaluate ongoing operations performance to ensure that they reflect any company policy changes
- Stay abreast of the new trends and tools in employee development and luxury hospitality training
- Help participate in the recruiting process to ensure that talent is always available and that the team stays strong and balanced with elevated standards
- Manage successful onboarding and orientation for all new hires in order to have the best success with higher retention and lower turnover rates
- Build relationships, mentor and inspire team members, develop staff to grow and be best in class
- Re-evaluate existing team members, identify and elevate rising stars, re-train as needed, and coach out mediocre performers
- Manage successful implementation of the 30-90-annual performance review program
- Conduct meetings and promote a positive coaching culture throughout the program
- Ensure all current team members’ records, training, and certifications are kept current at all times and be responsible to update all employee files with most updated information
- Ensure compliance with all HR and related operating procedures
- Assist with operational needs and act as MOD when required, including evenings and week-ends as needed
Requirements
As Training Manager, You Have
- Completed a post-secondary education, with a major in education and/or business being an asset
- A minimum of 5 years of experience in the contact center industry with a background in training facilitation and/or management
- Experience in client relationship management and employee development/coaching
- Experience dealing with escalated issues in a contact center capacity
- Experience in Beauty and/or Luxury brands is preferred
- Valid travel documents for international travel (required)
- Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred
- Ability to work in an environment where diversity of people and situations are encountered
- Interest and/or knowledge of the Beauty industry and related products
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