Job Description

Position Overview:

In collaboration with key stakeholders, the Training Manager is responsible for leading the continuing development of training programs for the Contact Center located across the US. This includes the ability to manage and lead a team of Trainers that support various programs across the Contact Center. Ultimate measures of performance will be new hire agent graduation rates and quality averages.

Key Responsibilities:

• Defines the strategic direction for the Training Department domestically
• Oversees a team of Trainers, ensuring that training objectives are met or exceeded consistently
• Ensures compliance of approach and consistency of training processes across programs
• Must be capable of conducting root cause analysis and presenting key findings and opportunities to appropriate audience; partners with account teams to drive corrective action plans to resolution
• Schedules and coordinates the training needs of accounts
• Develops and maintains well-organized training resources including policy, process and procedures documentation
• Measures and monitors training effectiveness, analyzes results and responds as necessary
• Maintains training standards and measurement techniques; re-examine these on a regular basis and refines as opportunities arise.
• The Training Manager is responsible for leading a team of Trainers that are tasked with creating a positive training environment that fosters learning and minimizes attrition.

Requirements:

• Bachelor’s degree or equivalent experience preferred.
• The ideal candidate has experience managing training in large contact center environments
• Strong preference given to candidates with experience in Six Sigma, COPC or other total quality programs.
• Excellent written and verbal communication skills and the ability to communicate across different levels and cultures.
• Possesses an ability to work under pressure, frequently required to multi-task and manage through competing priorities, setting expectations, and meeting deliverables.
• Must have experience in developing training curriculums and materials in a call center / customer service or technical support environment.
• Proven leadership supporting call center training programs in a high touch service industry. Attention to detail, tenacity, strong analytical skills, and most importantly, the ability to lead by example.
• The ability to plan, organize, and prioritize multiple and simultaneous call center related projects and programs in a changing corporate environment.
• Unimpeachable judgment and discretion in handling confidential information
• Displays a high level of effort and commitment to performing work; operates effectively with the organizational structure; demonstrates trustworthiness and responsible behavior.
• Shows persistence and seeks alternatives when obstacles arise; seeks alternative solutions; does things before being asked or forced to by events

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions | Immediate vesting
• Pet Insurance, free legal services, employee discount programs, and more….

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