itelbpo in collaboration with Invest Saint Lucia presents an opportunity to interview for various positions at itelbpo. The company was founded in 2012 in Montego Bay, Jamaica and is now a global business. itelbpo is the region’s largest home-grown business process outsourcer offering end-to-end customer experience management solutions. With a robust network of home-based experts, itelbpo has a balanced delivery model that offers agile and customized voice, non-voice and digitally enabled solutions that can adapt to the demands of an ever-changing marketplace. This company’s culture is a people-centred, community oriented and smartly-disruptive business focused on changing lives and growing the economies of where they operate while playing a lead role in modernizing and changing the business process outsourcing industry for good.

This specialized team will be trained. All positions are full time and offer a competitive compensation package.

Submit your resume to slurecruitment@itelbpo.com with the job title as the subject. Please note, only short-listed candidates will be contacted for interviews.

REPORTS TO: Chief Learning Officer

JOB SUMMARY: Responsible for the management and leadership for all individuals involved in Training

KEY RESPONSIBILITIES:

• Design training courses and programs necessary to meet training needs.
• Assess relevant training needs for staffwork in consultation with departmental heads.
• Design, implement and manage quality program to meet client’s requirements.
• Ensure Quality Analysts and Trainers are properly coached and effective in the role.
• Coordinate and facilitate call calibration sessions for the organization and provide weekly feedback to Management Team.
• Prepare and analyze internal and external quality reports and managing the staff reviews.
• Participate in designing/redesigning the call monitoring formats and suitable quality standards.
• Use quality monitoring data management system for compiling and tracking performances at team and individual levels.
• Stays informed as to relevant skill and qualifications levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate.
• Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.
• Seek ways for continuous quality improvement to optimize efficiency.
• Develop a needs-assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations
• Recommend solutions for performance issues and potential areas of training
• Conduct training needs assessment and oversee the training function
• Manage key employee-relations projects and initiatives that have strategic and organization- wide impact
• Provide support to Department Managers in responding to personnel issues
• Monitor and review the progress of trainees through questionnaires and discussions with managers
• Development of Training modules for Team Managers and develop new ways to resolve performance issues using the organization performance management tools.
• Undertake exit interviews with disembarking employees and provide feedback to management as necessary, once needed.
• Coordinate efforts to ensure the full utilization of all training facilities, processes, resources and equipment
• Work closely with management to ensure that policies, programmes and processes are developed, implemented, communicated and consistently administered in compliance with organizational objectives and with relevant laws/regulations
• Manage, lead, motivate and develop Training team members
• Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of process, company policies and current legislation
• Continuously seek and support new approaches, practices and processes to improve the efficacy of training services offered

KEY COMPETENCIES:

• Strong communication, interpersonal and analytical skills
• Strong communication (oral and written) and interpersonal skills
• Ability to multi-task and deliver against competing priorities
• Attentive to detail
• Ability to build strong relationships and work as part of interdisciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Initiative and resourcefulness in the conduct of duties.
• Ability to relate to a diverse working environment.
• Computer Literate in Microsoft Suite (Word, Excel, Power Point, Outlook, etc.)
• Report / business Writing Skills
• Supervisory Skills
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Confidentiality and trustworthiness

QUALIFICATIONS AND EXPERIENCE:

• First Degree in Business Management/Operations Management/Business Analytics or related field
• Strong Knowledge of Business Systems and their applications
• Strong Knowledge of Call Center Operations and Technology
• Strong knowledge of HR practices
• 2-3 years managing a team
• Project Management Experience

DISCLAIMER: This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time, which do not change the general character of the job or the level of responsibility entailed.