BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!

The Position

Roles and Responsibilities:

• Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.
• Develop individualized and group training programs that address specific business needs.
• Develop training manuals that target tangible results.
• Implement effective and purposeful training methods.
• Effectively manage the training budget.
• Draw an overall or individualized training and development plan that addresses needs and expectations
• Deploy a wide variety of training methods
• Conduct effective induction and orientation sessions
• Monitor and evaluate the training program’s effectiveness, success and ROI periodically and report on them
• Provide opportunities for ongoing development
• Resolve any specific problems and tailor training programs as necessary
• Maintain a keen understanding of training trends, developments, and best practices

Skills and Requirements:

• Must have at least 5 years of experience in the contact center and/or customer service industry, with atleast 3 years overall experience in Quality and Training Management.
• Track record in designing and executing successful training programs
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc)
• Excellent communication and leadership skills
• Ability to plan, multi-task, and manage time effectively
• Strong writing and record-keeping ability for reports and training manuals
• Good computer and database skills
• Degree in education or relevant field - preferred