Since I took the role of being head of both the training and quality department, I realized that I spent more time on getting training plans in place. I had to work with my managers to book all training classes for next year, hoping it would only take an hour or so. To my surprise, with the constant changes in ramp schedules due to attrition plus recurrent training for the accounts in the organization, it was almost a full time job.
It isn’t easy trying to fit the client’s training schedule requests, especially if there a lot of restrictions around contracts, IT requirements, room layouts, and required schedules due to the availability of trainers or applications. Can you imagine juggling multiple clients with different sites to get all classes in house? It’s a nightmare!
That is just the tip of the iceberg --- room utilization.
Being part of the training team, I am also accountable for getting operational support into training to develop their skills. Take note this is part of the training plan to ensure that team leaders and managers are prepared before the agents are hired. It would’ve been easier if it we could just train the agents, but it’s too critical to compromise and I wouldn’t think otherwise.
With only a few days left in the year, while working at home, I succeeded in getting the master plan out to all stakeholders today. I’m proud to say that our clients will be happy their classes have been scheduled appropriately.
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