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Call Center Training Manager

Faneuil.com Torrance, CA
  • Posted: 13 days ago
  • $70,000 to $80,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

The Training Manager is responsible for oversight of call center training and provides support for a specific client. The Training Manager will take an active role in identifying and developing training needs for all client specific employees. This strategy will be aimed at improving all aspects of training and continuous improvement. Training managers work across many departments to get employees up to speed in both their specific vertical, and the overall needs of the client specific program. This is executed by conducting an analysis, reviewing reports and data and partnering with the Quality Assurance Department.

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  • Training Manager is assigned a specific client(s) that they will facilitate/develop training and be held accountable for the performance goals (client ownership)
  • Evaluate instructor performance and the effectiveness of training programs.
  • Works effectively as a team member with other members of management and the HR staff.
  • Proposes training and development programs and objectives.
  • Obtains and /or develops effective training materials utilizing a variety of media.
  • Trains and coaches managers, supervisors and others involved in employee development efforts.
  • Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development updates and changes to the operational procedures
  • Conducts follow-up studies of all completed training to evaluate and measure results.
  • Modifies programs and standard operational procedure manuals as needed.
  • Facilitate training sessions as needed
  • Design and implement all materials for staff training sessions, including but not limited to: training manuals, learning tools, job aids, course review activities, etc.
  • Perform needs analysis in order to develop new and modify training modules
  • Monitor and report on the progress and performance of employees as it relates to determining training program effectiveness
  • Provide opportunities for ongoing development
  • Resolve any specific problems and tailor training programs as necessary
  • Maintain a keen understanding of training trends, developments and best practices
  • Conducts annual training and development needs assessment.
  • Responsible for teaching skills needed to achieve client goals and ensuring compliance with and effectiveness of those skills
  • Analyzes data and identifies performance gaps (in the client’s process/procedure) and develops curricula to address deficiencies
  • Manages training new hires during training which includes partnering with Human Resources to administer performance improvement plans when required
  • Participates in weekly meetings to discuss strategies to improve overall center performance
  • Participates in weekly/monthly calibration sessions
  • Facilitate weekly or bi-weekly meetings with training team to discuss any trends, solutions and action plans.
  • Performs projects and other duties as assigned

Job Requirements:

  • Bachelor’s degree or higher from an accredited four year college or university with coursework in Management, Instructional Design, Education, or other related field (or related years of experience)
  • 2-3 years leadership experience in a call center environment, preferred.
  • 3-5 years minimum experience in training design, delivery, and assessment experience preferred
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills.
  • Proven ability to coach/motivate a team to performance metrics
  • Ability to train and motivate others.
  • Ability to facilitate/conduct instructor-led and virtual training in a classroom and/or web-based setting.
  • Proficient in Microsoft Applications including Word, Excel, Outlook and Microsoft Project.
  • Excellent organizational skills and an aptitude for detail.
  • Ability to work independently and collaboratively.
  • Ability to handle multiple projects simultaneously and work under stringent deadlines.
  • Well-versed in the use of the ADDIE design model
  • Demonstrated Time Management skills.
  • Excellent presentation and facilitation skills for audiences of varying sizes
  • Excellent problem-solving/analytical skills.

Faneuil.com

Why Work Here?

“Fun work environment, great benefits, and opportunity for advancement.”

Faneuil provides a broad array of business process outsourcing solutions, from customer care to technical support, and currently employs more than 5,500 professionals nationwide. Count on Faneuil to represent you in the very best light, exactly as it should be. The employees we deploy across all channels are rigorously trained to not only deliver the right answer, but to be fierce guardians of your brand. We take pride in our ability to rapidly scale to meet your program’s requirements—geography and existing space have not been impediments to Faneuil’s ability to bring fully operational spaces online within days of contract award.

Address

Torrance, CA
USA

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