Onsite Learning & Development Manager
Highland Park, MI Highland Park, MI Full-time Full-time From $60,000 a year From $60,000 a year 3 days ago 3 days ago 3 days ago This position requires on-site presence at our facility in the Detroit -Metro area.
Qualfon's mission is to help as many people as possible pursue their total vocation--as individuals and as members of society--by creating an ever-growing number of job opportunities as we strive to become the outsourcer of choice for our clients! What we offer:
All team members can further their education and earn a college degree through the Qualfon University program We lead by example to ensure our fantastic team members and supervisors embrace and live the Qualfon Mission & Values Team members have FREE access to personal and professional support through the Qualfon coach program Competitive wages Opportunities to earn additional income through incentives Qualfon is dedicated to ensuring all team members have Fun@Work! The Learning & Development Manager is responsible for developing high-quality training team to perform for various programs across the organization.
This position works closely with the Director and Vice President of Learning & Development and is responsible for the supervision of the curriculum, trainers, and client relations.
In addition, they provide instructional coaching, support, development, needs-based training and guidance for best-practices, compliance support, and quality assurance for their team.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Develops, organizes, and facilitates in-depth client-specific training programs Provides orientation to trainees on the detailed training process flow Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention Improves training effectiveness by developing new approaches and techniques Participates in the preparation of multiple training projects within established budgets and timelines Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives Commits to effective transfer of training by motivating trainees and ensuring that information is clarified, and all questions are addressed Conducts coaching and mentoring sessions to trainees to identify areas of improvement and opportunities while keeping a written record of all interactions Supervise client communications, new programs launch, and onboarding process Provide opportunities for ongoing development Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultations Collaborates with the production supervisor in monitoring agents' performance Complete Continuous Education Courses as assigned by Leadership Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach Facilitates supplementary trainings (e.
g.
refresher course, bucket training, etc.
) targeting specific area of concern to continuously improve agents' skills Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes Maintains training reports and shares them with other departments if necessary Ensures the trainees' total compliance to training policies, guidelines, and procedures Attends Business Reviews & Client Meetings Delivers the right behaviors in meeting deliverables through punctuality and professionalism Performs other administrative activities necessary Area of expertise (Skills) EDUCATION and/or EXPERIENCE Bachelor's degree or equivalent education and experience is required Previous two years of learning and development management experience is required Previous Property & Casualty insurance experience is highly preferred Knowledge of BPO performance is highly preferred Excellent communication & leadership skills Ability to plan, multitask and manage time effectively Excellent computer and database skills Other Skills and Experiences (Min) Six Sigma certified (desirable).
About Qualfon:
Qualfon is a full-service, mission-driven business process outsourcing (BPO) provider offering full customer lifecycle management capabilities including lead generation, end-to-end integrated marketing solutions, digital lead generation, multichannel customer engagement, print and fulfillment solutions.
Qualfon helps companies reduce costs and deliver remarkable customer experiences along every point of the customer journey.
Approximately 14,000 employees serve international brands across many industries, and its intelligent outsourcing locations span the United States, the Philippines, Guyana, Colombia, Mexico, Costa Rica and India.
Qualfon practices its mission to be the best and make each person's life better, by investing in its clients, clients' customers and employees on an individual, personalized basis.
We deliver on this promise through our propriety Mission 360 methodology and operating platform.
Job Type:
Full-time Pay:
From $60,000.
00 per year
Benefits:
401(k) Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
Day shift Monday to Friday On call Weekends as needed Ability to commute/relocate:
Highland Park, MI 48203:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
How many years of Business Process Outsourcing (BPO) experience do you possess? Education:
Bachelor's (Preferred)
Experience:
Property and Casualty:
2 years (Preferred) Microsoft Office:
3 years (Required) Management:
2 years (Required) Learning and Development Management:
4 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Qualfon's mission is to help as many people as possible pursue their total vocation--as individuals and as members of society--by creating an ever-growing number of job opportunities as we strive to become the outsourcer of choice for our clients! What we offer:
All team members can further their education and earn a college degree through the Qualfon University program We lead by example to ensure our fantastic team members and supervisors embrace and live the Qualfon Mission & Values Team members have FREE access to personal and professional support through the Qualfon coach program Competitive wages Opportunities to earn additional income through incentives Qualfon is dedicated to ensuring all team members have Fun@Work! The Learning & Development Manager is responsible for developing high-quality training team to perform for various programs across the organization.
This position works closely with the Director and Vice President of Learning & Development and is responsible for the supervision of the curriculum, trainers, and client relations.
In addition, they provide instructional coaching, support, development, needs-based training and guidance for best-practices, compliance support, and quality assurance for their team.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Develops, organizes, and facilitates in-depth client-specific training programs Provides orientation to trainees on the detailed training process flow Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention Improves training effectiveness by developing new approaches and techniques Participates in the preparation of multiple training projects within established budgets and timelines Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives Commits to effective transfer of training by motivating trainees and ensuring that information is clarified, and all questions are addressed Conducts coaching and mentoring sessions to trainees to identify areas of improvement and opportunities while keeping a written record of all interactions Supervise client communications, new programs launch, and onboarding process Provide opportunities for ongoing development Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultations Collaborates with the production supervisor in monitoring agents' performance Complete Continuous Education Courses as assigned by Leadership Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach Facilitates supplementary trainings (e.
g.
refresher course, bucket training, etc.
) targeting specific area of concern to continuously improve agents' skills Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes Maintains training reports and shares them with other departments if necessary Ensures the trainees' total compliance to training policies, guidelines, and procedures Attends Business Reviews & Client Meetings Delivers the right behaviors in meeting deliverables through punctuality and professionalism Performs other administrative activities necessary Area of expertise (Skills) EDUCATION and/or EXPERIENCE Bachelor's degree or equivalent education and experience is required Previous two years of learning and development management experience is required Previous Property & Casualty insurance experience is highly preferred Knowledge of BPO performance is highly preferred Excellent communication & leadership skills Ability to plan, multitask and manage time effectively Excellent computer and database skills Other Skills and Experiences (Min) Six Sigma certified (desirable).
About Qualfon:
Qualfon is a full-service, mission-driven business process outsourcing (BPO) provider offering full customer lifecycle management capabilities including lead generation, end-to-end integrated marketing solutions, digital lead generation, multichannel customer engagement, print and fulfillment solutions.
Qualfon helps companies reduce costs and deliver remarkable customer experiences along every point of the customer journey.
Approximately 14,000 employees serve international brands across many industries, and its intelligent outsourcing locations span the United States, the Philippines, Guyana, Colombia, Mexico, Costa Rica and India.
Qualfon practices its mission to be the best and make each person's life better, by investing in its clients, clients' customers and employees on an individual, personalized basis.
We deliver on this promise through our propriety Mission 360 methodology and operating platform.
Job Type:
Full-time Pay:
From $60,000.
00 per year
Benefits:
401(k) Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
Day shift Monday to Friday On call Weekends as needed Ability to commute/relocate:
Highland Park, MI 48203:
Reliably commute or planning to relocate before starting work (Required) Application Question(s):
How many years of Business Process Outsourcing (BPO) experience do you possess? Education:
Bachelor's (Preferred)
Experience:
Property and Casualty:
2 years (Preferred) Microsoft Office:
3 years (Required) Management:
2 years (Required) Learning and Development Management:
4 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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