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Training Lead

Apply now Job no: 974303
Work type: Permanent
Location: VIC Metro - CBD
Categories: Learning & Development

• Exciting opportunity to make your mark in Startek - a global company
• Melbourne CBD Location, close to public transport
• Opportunity to grow and develop your career

About Startek
Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

About the role and responsibilities
Reporting to our Vice President of Training Operations, you will be responsible for ensuring that the Training team design and deliver both internal and external training programs in line with ongoing needs identified by Startek key stakeholders.

You will identify performance improvement areas including process, content, client relationships and staff management and recommend training strategies to improve performance with the aim of translating business needs into training solutions.

You will work very closely with our Operations Management team based on-site and off-site and partner with multiple clients across our business.

Our centre is based in Melbourne CBD.    

In this role you will be required to, but not limited to:
• Review and assess the effectiveness of facilitators, training techniques and materials with a focus on continuous improvement
• Ensure that you and the Learning and Development team are responsible and accountable for all Startek training administration including maintaining records of training activities, identifying participants, invitations, course materials/equipment and venues
• Keep up to date with best practice learning and training methodologies / industry trends and ensuring that these are reflected in our learning and training approach
• Provide performance management, coaching and mentoring for your team
• Liaise with the Startek Presales Team, Learning and Development and other key stakeholders to gather relevant information to use in Tender responses
• Represent Startek Learning and Development in all prospective client visits, tours and presentations as part of the Startek response to tender process
• Communicate the Startek vision, mission and values through training programs
• Ensure that training participants achieve speed to competency rating/unit of competency achievement as negotiated with each client (or according to the Training Plan)
• Ensure that training is meeting the objectives agreed to by the client and where possible, exceeds their expectations
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
• Deliver Key Training KPI (Key performance Indicators) specific to business
• Drive Certification III & IV programs through the external RTO

To be considered for this opportunity, you will ideally possess:
• Learning and Development Management experience in a large contact centre service operation
• Demonstrated experience in organising, planning and implementing training programs
• Knowledge of adult learning principles and the ability to design, deliver and evaluate training
• Highly regarded client relationship management experience
• Demonstrated leadership abilities, self-motivation and resilience
• A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization
• Excellent communication skills, both written and verbal
• Exceptional ability to drive a high performing culture
• High level organizational skills with demonstrated ability in improving functionality
• An ability to engage and maintain relationships with internal and external key stakeholders
• Certificate IV in Training and Assessment.

In return, we will offer the successful candidate:
You will work with other like-minded, motivated and skilled experts.  We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

This is an amazing opportunity for you to really make your mark with a global organization and partner with our client teams. On offer to the successful candidate is an attractive salary package and the opportunity to work with Leaders who are renowned as the best in the industry.

The successful applicant will be required to complete a criminal check (which we will conduct) and all offers of employment will be made pending the successful outcome of this check.

How do you join our team?
It’s easy, apply today!!

Startek values your privacy. Please refer to www.aegiscareers.com.au to view our privacy statement. © 2018 Aegis Services Australia

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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