Come and work with us.
We are looking for a talented and accomplished Operations Learning Manager to join our team.
Your daily responsibilities will include:
* Lead and direct the learning culture and vision.
* As a Business Leader, support the overall business strategy.
* Develop/implement training programs.
* Support the Director of Operations by providing development to the on-site Leadership Team in order to deliver business objectives.
* Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global learning solutions.
* Manage training programs and the learning experience for adult learners in a site.
* Support development programs.
* Recruit, hire, train, manage, appraise and develop a team of trainers to enable them to progress effectively.
* Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.
* Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
* Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
* Oversee the implementation, compliance, and continuous improvement of Foundever Peak Operating Standards (PeakOS), Train Principle, including conducting regular reviews and audits.
* Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
* Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
* Develop standards for monitoring Agents/Advisors.
* Ensure that feedback programs provide Agents/Advisors with guidance to correct problems.
* Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
* Actively pursue self-improvement opportunities.
* Takes personal responsibility to understand and comply with all company and client security requirements and policies.
To succeed in the role, you will need to have:
* Strong understanding of computer basics (Windows, Excel, Word, Email and Internet).
* Background in MCP – minimum 2000 and/or Windows XP and 2003.
* Proven client relationship skills.
* Well-developed consultancy skills.
* Delivering and facilitating learning and development interventions.
* Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.
* Ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programs.
* Managerial experience in coaching, mentoring and developing others in a complex, fast paced environment.
* Results driven to achieve key objectives at a corporate and site level.
* A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.
* Excellent interpersonal, organization and time management skills.
* Excellent listening, oral, and written communication skills.
* Strong background in Customer Service industry (call center preferred, but not essential).
* Strong project management experience.
* Ability to manage deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.
* Good judgment and the ability to express thoughts clearly and simply.
Education and experience:
* Degree, professional qualification or equivalent directly related work experience.
* 3-5 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
* Solid understanding of training processes and practices for adult learners.
* Experience in benchmarking HRD best practices.
* Applicable IT and/or Training and Development qualifications strongly preferred.
Other Details:
* Availability to work Hybrid model from Lisbon or Porto.
* Some travel and overnight stays (in country) required to support other sites.
Benefits:
* Competitive wages
* Paid professional training
* Employee discounts
* Private healthcare & dental insurance (after six months of employment)
* Growth opportunities through various development programs
* Fun and engaging company-wide initiatives, including our EverBetter wellness program
* Job stability
* Life-long skills and experience
* Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
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