Lead training content development for the Global Support & Services organization. Create onboard training for new employees globally. Drive training programs to enrich employee professional development, product technical expertise, and to continually improve the responsiveness and resolution for phone and email customer support cases. Lead our employees to reach their professional potential to strive to be the best Global Support & Services organization in the world.
Duties & Responsibilities
Lead Instructional Design Programs through development, delivery and continuous monitoring of training materials to qualify, develop and improve technical knowledge of staff.
Design and expand training and development programs based on the needs of the organization and the individual.
Develop and retain an up to date knowledge of current working practices by periodically spending time working with the operational divisions.
Carry out course monitoring and evaluation, by ensuring the collection of completed participants course reports and completion of a training report at the end of each event.
Identify technical training and professional development needs within the organization through job analysis, regular consultation with business managers and human resource departments.
Conduct an annual Training Needs Analysis (TNA) with all teams. Identify barriers to business success and, establish training needs and provide feedback to appropriate managers on any topics falling outside the training remit.
Evaluate options for training delivery to determine best method to get the outcomes needed.
Monitor the KPIs for training issues including:
training days delivered
cost per training day
Outcomes: Agent tNPS, agent retention of the training, agents ability to answer customers issues and troubleshoot, as applicable
Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, NPI (New Product Introduction) , GES (Global Escalations) and Sales Enablement departments on producing technical training materials.
Ensure that certified trainers and training facilities are used both internally and externally, in line with business and educational objectives.
Mentor other instructors/team leaders/SMEs in the subject matter, content, and course delivery techniques for assigned technical courses.
Maintain the quality and consistency of course content throughout a course life cycle.
Cyberoam is an award-winning global IT security company globally acclaimed and certified... for its innovating products and technology. With an extensive product portfolio consisting of hardware and virtual offering for network security, centralized security management and centralized network visibility, Cyberoam offers future-ready security to enterprises, SMB and SOHO. Read full description