Ryan Mcginn Email and Phone Number

- Lead team of up to 20 trainers to train various tiers of customer service classes (virtual & in-class) to our learners globally.- Observed, coached and performance managed trainers to ensure client-set Training KPIs & metrics were met/exceeded. - Oversee daily auditing/payroll processes for both my team, as well as customer service agents in class; often hundreds of employees at a time.- Worked closely with Recruiting to ensure HC requirements within our defined budget.- Coordinate with HR daily to ensure proper handling/documentation of HR related issues (removals, LOAs, etc) within all ongoing classes.- Sync with Operations and QA teams weekly to understand common trends in performance and adapt curriculum to address common challenges. - Work closely with IT and facilities teams to ensure new-hire equipment deployed successfully/address any ongoing IT issues to ensure smooth class facilitation. - Performed needs assessment, Curriculum redesign & knowledge assessment design for client, with a continuous feedback loop informed by end of course surveys. - Communicated Training performance metrics to client in weekly/month/quarterly business reviews.- Coordinate closely with WFM to ensure trainer utilization meets client standards & all classes are plotted adequately; able to shift global resources dependent on client needs. Administrative tasks include; - Tracking all KPIs for on-going classes, including attendance, behavior, assessment scores, etc. - Pulling end of course survey results and reporting to client directly. - Ensuring that all scheduling for classes is up to date and all relevant information is properly communicated. - Personally attending and speaking to each class to convey my welcome and reinforce business critical processes are followed. - Meticulously tracking & documenting ongoing training issues, attritions, trends etc. - Synchronize team reporting documents with client dashboard & ensure accurate reporting for all classes.

Responsibilities included:- Managing team of nearly 150 customer service agents (divided among 10 teams - including team leads/team coordinators etc.)- Extensive involvement in recruitment/hiring for all roles throughout program.- Observing, Coaching, and training team leaders in performance management of employees based on client KPIs & performance metrics.- All coaching & performance reviews documented and recorded in master tracker/personnel file; coaching profile of each individual agent built and used as glide path toward individual success. - Extensive coordination with facilities & IT teams to ensure positive agent experience, productivity & utilization.- Continuous communication with client to receive and address their needs & deliver on client requests.

- Trained all tiers of client-set training program. - Invited to client HQ in Portland, Oregon to attend a 'train the trainer' session & represent 24-7 Intouch among numerous other client-partners.- Taught in-class courses in Manilla, Denver and Winnipeg. - Was the 1st Trainer hired with new program & aided in foundational development of program in Winnipeg.

- Taught MB Hydro's Enterprise Asset Management software across Manitoba, including most of Manitoba's northern Hydroelectric Generation stations & converter stations. - worked closely with team to develop course content and facilitate to wide audience of learners.

-English Language Teacher Grade 10/11-Aided in facilitating an exchange between chinese school and two schools in Canada, including the University of Winnipeg Collegiate.

-English Language Teacher Grade 9/10-Aided in facilitating an exchange between chinese school and two schools in Canada, including the University of Winnipeg Collegiate.

-English Language Teacher of Grade 2-Reading Resource teacher of Grade 1, 2, 3- Operated independently and collaborated with teachers in creating and implementing an appropriate reading program for struggling students.

- Professional educator for students ages 6 to 65