The Assistant Manager is responsible for the daily management of the reporting systems and the support of the Trainers and Training Manager. Ensure that reports and trainer observations are completed to meet or exceed the standards. •Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching •Set the example for what "Best in Class" training facilitation, content, and workshop development •Develop and grow a team of Frontline Trainers (virtual and onsite) •Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance •Audit use of Standard Operating procedures to ensure organizational success •Execute and validate trainer readiness, delivery, and training tools implementation •Conduct proficiency evaluations and certify trainees for the programs to which they are assigned •Understanding of contact center ramps and peaks. Ability to flex needed skills and priorities to meet fast paced environment. •Utilization of adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs •Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization•Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting•Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching •Provide accurate reporting and records regarding training performance and day over day needs •Ensure team completes all payroll tasks daily and accurately •Work with Training Managers to identify implementation needs for standard operating procedures, Trainer development, day to day tasks.

Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as policies and procedures • Proficient and comfortable in training in a remote virtual training environment or brick and mortar • Ability to train and facilitate via Adobe Connect – or similar remote training platform and traditional Brick and Mortar environment • Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance • Partner with clients in curriculum design and modification. Develop associated supporting materials. • Ability to train to adult learning styles virtual and brick and mortar • Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives • Prepare lesson plans and course agenda for each training class • Conduct proficiency evaluations and certify trainees for the programs to which they are assigned • Execute nesting or on the job training excellence with results • Ability to train class sizes anywhere from 10 to 100 learners • In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance • Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams • Ensure trainees are successful for production environment and long-term retention • While not training, trainer could be asked to take phone calls or support operations, depending on the business needs.