Manager, Training
Convergys - Salt Lake City, UT

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Fluency in the following languages required:




Primary Location


United States-Utah-Salt Lake City






Travel Requirements


This position may require travel


Dimension & Scope: Assist with the implementation of all analysis; design; and facilitation for assigned account(s). Responsible for cultivating client and account relationship to ascertain and maintain an ongoing partnership resulting in reduced cost; continual performance improvement; and increased revenue. Principal Duties and Responsibilities: Contribute to the assessment, analysis, planning, design, delivery and pricing of client training initiatives and act as an indispensable performance consultant to account management within an assigned account(s). Participates in the effective design of adult classroom learner and facilitator materials and post training follow-up in support of client programs to ensure superior workforce preparation. Develop and cultivate partnership with clients, accounts, and account management. Coordinate functional teams of facilitators and designers to provide learning and non-learning performance solutions through teamwork with operations, quality staff, account management, clients and the use of in-depth analysis and assessment, design and facilitation. Maintain an environment of continual improvement across all design and facilitation processes owned for any assigned accounts. Focus analysis and design of performance solutions or interventions around processes resulting in greatest revenue impact of assigned accounts. Efficient utilization of staff across accounts to reduce cost of training activities. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organizations policies and applicable legal requirements.Maintain accurate measurement and reporting of all assigned Training Metrics to establish accurate statistical baselines and to assist in on-going analysis of account(s). Mentor facilitators and designers to maximize their skill sets in training and facilitation and develop their understanding of quality processes and methodologies. Perform periodic assessment of classroom/facilitation skills of direct reports. Ensure staff has adequate tools, techniques and methods to perform their jobs and deploy best in class support to operations. Attend calibration and operational team meetings as appropriate to ensure understanding of client and operations needs. Provide focus for staff on fiscal impacts and need to deliver efficient and effective training and facilitation solutions to support profitability and client satisfaction goals. Education & Professional Certifications: Bachelors degree in related field from a four-year college or university. Candidate Profile: Four to six years related experience or equivalent combination of education and experience. Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel. Excellent presentation skills. Prior experience in adult classroom instruction and curriculum design. Prior customer service or call center environment experience. Knowledge of creative training techniques, adult learning, and accelerated learning. Ability to analyze data and ascertain needs, linking training and design to performance and operational processes. Thorough knowledge of technical business environment for one or more products or processes. Possesses a collaborative working style and the ability to work independently in a team environment. Ability to plan, organize, and schedule work flow to meet rigid project deadlines. Demonstrated ability to work with and lead a team. Ability to work a flexible schedule. Occasional travel required. Environment, Physical & Other Requirements:

About this company
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Convergys is a global leader in customer management. As of March 3rd, 2014 Convergys completed the acquisition of Stream. Together...