Senior Call Center Training Manager

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.

Über Cognizant  
Cognizant (NASDAQ: CTSH) i ist ein Technologiedienstleister und Entwickler von KI-Lösungen. Wir schlagen die Brücke zwischen KI-Investitionen und echtem unternehmerischem Mehrwert, indem wir ganzheitliche Full-Stack-KI-Lösungen für unsere Kunden entwickeln. Mit unserer fundierten Branchen-, Prozess- und Engineering-Expertise integrieren wir die spezifischen Anforderungen von Unternehmen passgenau in Technologiesysteme. So entfalten wir das menschliche Potenzial, erzielen greifbare Ergebnisse und sichern globalen Unternehmen in einer sich rasant wandelnden Welt den entscheidenden Vorsprung. Erfahren Sie mehr unter cognizant.ai oder @cognizant.

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