Training And Development Manager

About Us

Teleperformance is a worldwide leader in client experience management and contact center business process outsourcing. With more than 410,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At Teleperformance, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Innovative - All ideas matters
• Inclusive - Everyone is Included and everyone wins
• Flexible - We believe in results
• Progressive work environment- If you have skills to prove we have all ladders for you to grow
• Autonomous - We encourage and trust your decision making skills
• We work hard and party even harder

We are seeking a dynamic individual, with outstanding product knowledge and a passion for training and managing the training team. Candidates should possess strong business and training acumen and outstanding ability to manage multiple projects simultaneously in a fast-paced environment. You will be responsible for managing and delivering internal training on Google products including Search, Display, YouTube and Shopping - translating this knowledge into sales narratives with clients and agencies.

Responsibilities

• Develop training material feedback and trainer evaluation sheet for trainers to complete and document their NH day-to-day feedback and progress.
• Oversee a large team of Trainers who are responsible for Training new hire employees across the program.
• Ensure communication of needs to all relevant stakeholders is smooth and progressive.
• The training manager ensures that all programs are properly supported from a protocol and training perspective that delivers excellent service and client satisfaction.
• Develop testing strategies for employees in all training modules and ensure they are administered in a way that demonstrates knowledge and skill of the employees.
• Measure and evaluate performance of the team, plan and execute team hiring and forecast team growth.
• Collaborate with teams to identify training needs for each department. Identify with them the optimal approach and the appropriate type of training, depending on the needs
• Assist in developing and implementing protocol and training processes and/or procedures to improve operational efficiency/effectiveness at assigned sites.
• Attend client meetings to facilitate client expectations in inculcate in training modules.
• Develop a training strategy that blends the in class with the remote learning options.
• Develop training modules, lesson plans and materials including product training, policy refreshers, upskill and cross-skill training refreshers, and upgrading training modules as per changes in the client and business requirements.
• Drive development initiatives for new hires and interns to ensure their learning journey
• Develop course modules to facilitate individual training sessions as required.
• Support teams in the creation and design of training
• Manage the training team and training compliance & certifications.
• Drive implementation of Learning Management Software to enhance learning options and provide the training team with self directed learning opportunities.

Preferred Qualifications

• Strong project management skills and client management experience is a must.
• Excellent verbal and written English skills.
• Strong people management skills.
• C-level communication skills and proven experience of stakeholder management.
• Thorough knowledge of implementing and executing adult learning principles.
• Ability to coach and mentor a team of trainers.
• Demonstrated skills of working around tough deadlines.

Annual Base Salary of CAD $75,000.00

Benefits & Perks

• Continuous learning through progressive training that is specific to your tenure and skills.
• Paid 4 weeks training, 2 weeks leave.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
• Positive and supportive environment
• Established career path supported by self assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Competitive salary with incentive programs
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Weekly Friday socials, trivia nights, games, and movie outings.

Schedule

• Fixed schedule Monday to Friday 9am to 6pm.
• 100% work from office

Location

Candidates are advised to be within travel distance from our primary location Yonge & Eglinton. Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate you to best meet your needs.