Training Supervisor

With people at the heart of our success, NTT Data is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It\u2019s our belief in possibility that drives us, but it\u2019s our people that make it happen. At NTT Data, what you do matters.\n\nA Career at NTT Data means:\n\n\u2022 Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available. \n\u2022 Being part of a global organization where you can BELONG - in an inclusive and diverse working environment where you are free to be your best self. We\u2019re committed to building a people-focused environment where you can shine, no matter who you are. \n\u2022 Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile. \n\u2022 Being part of a global PIONEER \u2013 where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries. \nWhat else does BPO division of NTT offer? We\u2019re glad you asked! \n\u2022 All equipment required for you to be successful in your role \n\u2022 Virtual paid training \n\u2022 Comprehensive benefits package (medical, vision, and dental) \n\u2022 Employee Assistance Program \n\u2022 RRSP program options \n\u2022 Short- and Long-Term Disability options \n\u2022 Rewards and Recognition programs \n\u2022 Internal career advancement opportunities \n\nPosition Overview:\n\nWe are looking for a passionate training leader who has a bias for coaching, carving out best practices and continuous improvement. \n\nReporting directly to the Training Manager \u2013 Training Delivery, the Team Lead \u2013 Training Delivery will participate in training initiatives for the purpose of evaluating overall training effectiveness, providing feedback to trainers, and continuous improving the operational effectiveness of our training practices. This position includes coaching, mentoring and process review and evaluation. \n\nAs the Team Leader \\- Training Delivery you will be responsible for direct leadership and development of your allocated Training Specialists across multiple sites as well as the governance of skill development of our Agent Trainers. This role focuses on most stages of training delivery \u2013 delivery and post training effectiveness measurement to ensure the quality of training is aligned to our standards. The Team Lead of Training Delivery will ensure the on-going operation of training activities is both effective and efficient with a balanced focus on trainer coaching, mentoring and performance. \n\nPosition: Team Leader, Training Delivery \nPosition Status: Full Time \nHours of Work: Core Business Hours \nDepartment: Training Delivery\n\n \nResponsibilities:\n\n\u2022 Perform ongoing in-class training observation on a quarterly basis to assess participant experience and their production readiness post-training as an input to Trainer coaching and career development plans. \n\u2022 Coach assigned Trainers through one on ones on a weekly and monthly basis to provide observational performance feedback and develop action plans to meet all performance targets and developing their own career path. \n\u2022 Provide ongoing training and process support to Trainers aimed at improving training effectiveness. \n\u2022 Conduct semi-annual performance reviews. \n\u2022 Proactively work within the division to raise awareness, also build team dynamics, and take steps to help lead the team to accomplish divisional goals. \n\u2022 Provide advice/input to support clients in meeting their business objectives, recommend implementation of the highest value deliverables at the lowest cost. \n\u2022 Remain current in subject matter expertise, depth of knowledge, practical skills, use of technology and comprehension of industry trends and practices.\n\nRequirements:\n\n\u2022 5-7 years of proven in-class training delivery success preferably in a BPO environment. \n\u2022 Understanding of Adult Learning principles honed via adult learning certification or acquired in a related business field. \n\u2022 2 years minimum coaching and management experience of team. \n\u2022 Expert knowledge of call centre environments. \n\u2022 Proven ability to interpret information to develop, recommend and implement innovative and/or logical solutions. \n\u2022 Proven problem solving, analytical and decision-making skills. \n\u2022 Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software, LMS, e-learning software is an asset. \n\u2022 Ability to work effectively under minimal supervision. \n\u2022 Demonstrated ability to multi-task on projects varying in complexity and of strategic importance to clients and the enterprise. \n\u2022 Excellent communication, presentation, influencing, and relationship building skills. \n\u2022 Flexible to work within a 24/7 operation in which schedules could change as per training requirements. \n\u2022 Ability to travel for required observing trainer delivery and execution of nesting practices. \n\n \nDiversity. Equity. Inclusion. \n\nUnleashing the power of being unique.\n\nWe are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.\n\nAt NTT Data what you do matters. Because here YOU can.\n