Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. We recently launched 2 Contact Centers in Mesa, AZ and Plano, TX, and we are now looking for a Training Manager to support training initiatives as we continue to grow. They will be responsible for overseeing complete management of the Training & Policy related initiatives for a field ops project. Please note that this role is fully onsite.
Role Responsibilities
Training & Development
- Govern the overall training function
- LMS management experience, enroll trainees to LMS, track training completions, batch scheduling, training calendars,
- Ensure training need analysis, identify gaps and challenges on-ground, build comprehensive documentation
- Previous experience in creating SOPs, Playbooks, checklists, handbooks, questionnaires etc is preferred
- Front-end client discussions on Training, workflow and quality aspects
- Track Training Surveys to understand feedback provided to trainers
- Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents
- Conceptualise training interventions as per the learning gaps identified
- Guide trainers in conducting focus group with Operations team, Study BQ & RCA to identify high error areas
- Focused approach towards on field practices of the drivers followed by action plans
- Manages top issues identified on field and loops that in with compliance and safe driving standards
- Analyse monthly PKT outcomes and focus on low scoring areas
- Overall governance and monitoring of NH batches and planning
- Discussions with NHs on any behavioural issues before handing it over to HR
- Ensure Training Throughput Attrition & Duration Policy
- Efficiency Improvement & Calibration are maintained as per agreed SLA
- Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team
Maintain timely completion of interventions
Policy & Content Creation
- Ensure the overall Policy function is running efficiently
- Enable trainers in creating appropriate training content and adopt best practices for content creation
- Manage the overall policy creation to dissemination lifecycle
- Ensure all policy / workflow documentation is accurate and up-to-date
- Review change management content and provide relevant feedback to trainers
- Understand policy needs of the floor and help the team initiate required policies/workflows through policy change requests
- Motivate the team to identify and close any policy gaps
Team Management & Governance
- Provide necessary direction to the team across tasks
- Review performance and conduct performance discussions
- Plan and nominate trainers for their developmental trainings
- Ensure optimum resource utilisation and proper work allocation
- Maintain Team Attendance & Assignments
- Define trainer deliverables and conduct one-on-one discussions
- Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
- Ensure all team trackers are maintained accurately and are up-to-date
- Audit trainer delivery through monthly Trainer Observations & share feedback
- Mentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completion
- Maintain Training & Policy data for project
- Responsible and work closely with business for any escalations, RCAs and training support
- Attend team meetings with the global team
Client Interfacing
- Attend all relevant client meetings and act as the primary point of contact for the client
- Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
- Ensure all client tasks as delivered based on commitments made
- Create and present Training slides as part of business reviews
- Arrange and oversee client shadows as necessary
Desired Skills & Experience
- At least a high schooldiploma is required, bachelor's preferred
- at least 6+ years of experience in a similar role
Salary and Other Compensation:
The annual salary for this position is between $100,000 - $120,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
