Training manager

Scope: Kazakhstan, Uzbekistan, Kyrgyzstan, Tajikistan

Responsibilities

· Assume the role of main point of contact for any training related topic

· Design and develop comprehensive training materials, including presentations, manuals, e-learning modules, and other resources tailored to organizational needs.

· Customize training programs to address specific departmental or individual goals.

· Conduct engaging in-person and virtual training sessions for employees using interactive techniques to ensure active participation and maximize learning outcomes:

o Facilitate onboarding session for new hires

o Facilitate induction operational training for new hires based on SOP, local specificities and client requirements

o Facilitate continuous improvement training to support the development of employees based on identified training needs

o Mentor and coach employees to support their individual development plans

· Collaborate with managers and stakeholders to identify skill gaps and training needs and define an annual training calendar

· Conduct surveys, interviews, and performance evaluations to gather input for training programmes improvement

· Evaluate the effectiveness of training programs through feedback, tests, and performance metrics using a clear and documented process

· Produce reports on learning and development activities and progress reports of each employee to Supervisors, VAC manager, Training Community and HR Department

· Produce Induction training reports to support the management team and the HR department in providing feedback for probation reviews

· Continuously refine training content based on participant feedback and organizational goals

· Actively participate in the TLScontact Training Community

· Leverage learning management systems (LMS) and other digital tools to deliver and track training programs

· Stay updated with the latest training technologies and methodologies to enhance learning experiences

Other responsibilities:

· Support HR in conducting training needs assessments and other company’s surveys (GPTW, as an example) and analysing survey data with the future creating of an action plan.

· Assist HR in communicating and training employees on new or updated company policies, procedures, or systems.

· Work closely with HR and department heads to align training initiatives with overall business goals and workforce planning.

· Support HR-led events such as employee development programme, wellness programs and other initiatives for employee’s development.

· Support VAC manager with some tasks, where Trainer’s skills and experience can be used

· Act as agent, team leader and supervisor a minimum of 8 hours/month, to ensure continuous adequacy of operational knowledge.

Education:

Bachelor’s degree in education, Human Resources, Organizational Development, Social Sciences or a related field. A master’s degree is a plus.

Experience:

Proven experience as a Trainer, Corporate Instructor, or similar role

As a plus:

Experience in services within the scope of work in TLScontact (as agent or managerial role)

Familiarity with instructional design principles and adult learning methodologies

Language requirements:

Russian or Kazakh – native speaker (or C2)

English level – upper intermediate and above (speaking/reading/writing)

Other foreign language is a plus

Technical Skills:

Proficiency in MS Office

Robust knowledge of customer service techniques and principles

As a plus:

Experience with e-learning software (e.g., Articulate, Captivate, Canva, Easygenerator, Synthesia)

Experience with learning management systems (LMS)

Soft Skills:

Excellent presentation and communication skills.

Strong interpersonal skills with the ability to engage diverse audiences.

Adaptability, creativity, and problem-solving abilities.

Detail oriented, initiative, open mind

Values

Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment