David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy which assists businesses in creating positive, interactive, and successful customer interactions using a blend of human touch and technology. Together, we're looking for a Training Manager to join their teams in Gdansk. Position: Training Manager Location: Gdansk, Poland Work Model: Fully on-site Employment type: Full-time DUTIES AND RESPONSIBILITIES: Oversee the performance of the trainers, performance of new hire onboarding, and reporting Represent Training team business reviews and report on progress and performance to all stakeholders Develop proactive training strategies to improve the quality metrics of the agents Perform root cause analysis of the accuracy of new hire performance during the onboarding process. Assess mid and low-quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy Oversee certification of the Training team Conduct monthly class observations of the trainers Ensure adherence of Training Team Key Performance Indicators Attend all Train the Trainers and training-related meetings with Meta training team Support the planning, scheduling, and coordination of all required training for their site Manage all aspects of the training program including planning, design, development, implementation, delivery, and evaluation Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology Ensure complete, accurate and timely data collection and communication by trainers Monitor new hire knowledge before and after training to help determine follow-up training required Participate in Quality Improvement plans and syncs Providing mentorship, guidance and development to the training team Establishing team goals and working with direct reports on strategies for results development REQUIREMENTS: Fluent English communication skills at least on a C1 level Minimum 3 years of managerial experience Excellent presentation skills Problem-solving, strong communication, stakeholder management, project management, resource management Background in training preferred High level of energy, drive, enthusiasm, initiative and commitment Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Proven track record of collaborating with cross-functional groups to produce results Passion for ensuring a world-class support experience for our community Demonstrated ability to perform well in a rapidly changing environment and across multiple sites or teams Ability to perform under pressure and pivot at short notice BENEFITS: Fixed remuneration Freedom to implement your own ideas in a highly motivated team Close cooperation with other departments A demanding and comprehensive area that encourages shaping customer service for our key partner Internal training and learning opportunities Career opportunities in an international company Committed and motivated Team A modern office in the Olivia Business Center complex with modern workplaces as well as free drinks and fruit Private medical healthcare Skicka ansökan