Come and work with us.

We are looking for a talented and accomplished Operations Learning Manager to join our team.

Your daily responsibilities will include:

• Lead and direct the learning culture and vision.
• As a Business Leader, support the overall business strategy.
• Develop/implement training programs.
• Support the Director of Operations by providing development to the on-site Leadership Team in order to deliver business objectives.
• Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global learning solutions.
• Manage training programs and the learning experience for adult learners in a site.
• Support development programs.
• Recruit, hire, train, manage, appraise and develop a team of trainers to enable them to progress effectively.
• Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.
• Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
• Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
• Oversee the implementation, compliance, and continuous improvement of Foundever Peak Operating Standards (PeakOS), Train Principle, including conducting regular reviews and audit Conduct most complex training classes.
• Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
• Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Develop standards for monitoring Agents/Advisors.
• Ensure that feedback programs provide Agents/Advisors with guidance to correct problems.
• Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
• Actively pursue self-improvement opportunities.
• Takes personal responsibility to understand and comply with all company and client security requirements and policies.

To succeed in the role, you will need to have:

• Strong understanding of computer basics (Windows, Excel, Word, Email and Internet).
• Background in MCP – minimum 2000 and/or Windows XP and 2003.
• Proven client relationship skills.
• Well-developed consultancy skills.
• Delivering and facilitating learning and development interventions.
• Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.
• Ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programs.
• Managerial experience in coaching, mentoring and developing others in a complex, fast paced environment.
• Results driven to achieve key objectives at a corporate and site level.
• A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.
• Excellent interpersonal, organization and time management skills.
• Excellent listening, oral, and written communication skills.
• Strong background in Customer Service industry (call center preferred, but not essential).
• Strong project management experience.
• Ability to manage deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.
• Good judgment and the ability to express thoughts clearly and simply.

Education and experience.

• Degree, professional qualification or equivalent directly related work experience.
• 3-5 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes and practices for adult learners.
• Experience in benchmarking HRD best practices.
• Applicable IT and/or Training and Development qualifications strongly preferred.

Other Details: 

• Availability to work Hybrid model from Lisbon or Porto.
• Some travel and overnight stays (in country) required to support other sites.

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!