The Training Manager will lead a team of full-time and in-team trainers as direct reports for multiple projects with multiple clients. He or she will conduct formal observations and provide feedback and coaching to all trainers. This position assesses multiple client developmental needs to drive training initiatives and identifies and arranges suitable training solutions for employees. He or she will be responsible for the overall leadership and management of the training function. The training manager will cultivate client and account relationship through multiple channels to ascertain and maintain an ongoing partnership resulting in reduced cost, continual performance improvement, and increased revenue.

• Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling.
• Assist with the implementation, and facilitation for assigned account(s).
• Perform regular assessment of classroom/facilitation skills of direct reports through the Trainer Observation process.
• Administer IBEX policies and procedures to assure consistency.
• Monitor and enforce PCI compliance training completion of new hires.
• Support the Mission and Core Values of IBEX Global Solutions and act as a role model for these values to all employees with The Company.
• Coordinate, plan, and assign work for staff in accordance with available resources and business demands.
• Complete daily, weekly and quarterly reporting on KPIs for each supported account.
• Maintain accurate measurement and reporting of all assigned training metrics to establish accurate statistical baselines and to assist in on-going analysis of accounts.
• Manage overtime and PTO usage of direct reports.
• Partner with Quality Senior Manager to track performance of new hire metrics to provide feedback to the site(s) on areas of opportunity.
• Collect and provide curriculum feedback to the client.
• Analyze weekly Training Attrition and follow up on Action Plans.

• Ability to support the Mission and Core Values of IBEX Global Solutions.
• Proficiency with MS Office Suite (Word, Excel, Outlook.)
• Excellent communication, written and interpersonal skills.
• Acute attention to detail, problem solving and multi-tasking skills.
• Must possess the ability to work effectively with minimal supervision and report in on all tasks as assigned.
• Experienced and effective in conflict resolution and relationship management.
• Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines.
• Must possess a positive, solution-oriented and customer-focused attitude.
• Ability to interact with all levels of personnel in a diverse workforce 

EDUCATION/EXPERIENCE:

• Bachelor’s Degree in Education or related field or equivalent experience.
• 3+ years’ experience in adult learning assessment, curriculum design, development, delivery and reporting methods.
• BPO experience in Training, Operations or Client Services, preferred.

WORKING CONDITIONS:

This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time.

This is a full-time position. Days and hours of work are generally Monday through Friday, 8:00 a.m. to 5:30 p.m.  Some night and weekend work may be required. Training Managers must be willing to travel, work overtime, holidays, and emergency shifts as required

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORUNITY:

IBEX Global is proud to be an equal employment opportunity employer. IBEX Global 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, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law