Manager, Agent Training

Manager, Agent Training – Santa Ana, Costa Rica

Are you a passionate leader with the ability to drive great results and high employee engagement? Do your talents lie in developing and motivating a team to succeed? Then, it’s time to join Western Union as a Manager in Agent Training.

Western Union powers your pursuit.

As an Agent Training Manager, you will manage the activities involved with the design, preparation, delivery, and need assessment of training and development programs for agents / customers.

Role Responsibilities

• Perform needs assessment (surveys, interviews, focus group sessions) to identify skill gaps for their corresponding audience.
• Develop and implement training programs to enhance performance and engagement.
• Coordinate and facilitate planned and ad hoc virtual training sessions to support strategic priorities including the Agent and ROM Connect Sessions (trainings) throughout the year.
• Measure the effectiveness and impact of training programs through evaluations and performance metrics.
• To align training initiatives with business goals, ensuring audiences are equipped with the knowledge and necessary skills to support and perform their jobs effectively.
• The training manager will help foster a culture of continuous learning and help improve productivity and drive superior customer service.

Role Requirements

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include :

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.