Local support to all Costa Rica sites and Training Mangers/Supervisors. • Local management of a full team of 14 trainers and 13 different LOB's. • Remote support to Colombia sites and Training Managers/Supervisors. • Provide support to operations in Costa Rica and Colombia to ensure performance in each program. • Leadership Development, Coaching Enhancements and Training Delivery Techniques Deliver

Responsible for selecting, developing, training and managing local trainers and training staff in all programs on site. •Oversee new hire, continuous education and program specific training. • Local management of resource planning, training effectiveness and new hire attrition.

Lead groups of 18 to 20 agents foster their professional development and growth through effective coaching.•Focus on identifying performance related issues, developing action plans for improvement in the look out of improvement. •Payroll support for all 18-20 team members.• Manage team metrics and retention goals. Focus on root cause analysis for attrition in new hires as well as in tenure agents.

Responsible for groups of 20 to 22 trainees. • In charge of day in and day our functions within the program needs, training environment, student progress, coaching and development, feedback and production readiness support per trainee. • Materials and curriculum presentation and preparation. • In charge of transition classes that will be moving from training to operations. • New hire retention support as well as graduation rate accountability. • Philippines and USA implementations for Telecommunication programs.

Technical Support Assistance for customers with Video, Internet and Phone services

Customer Service for customers with medical insurance policies.