Training Manager-Call Center Operations

The Training Manager of Call Center Operations will direct the design, planning and implementation of training programs aligned with the objectives and strategy focused on Call Center Operations and customer/member experience (CX/MX).

In this position, you will collaborate with management teams to assess ongoing and future training and development needs and determine program effectiveness. The Training Manager will optimize the program delivery schedule resulting in trainee readiness by successfully meeting deadlines. You will also oversee and establish relationships with functional management.

Position Details

• United States- Remote
• Shift availability Monday - Friday  [Accepting applicants in EST, and CST time zone]
• Equipment and hardware provided. Interviewing, orientation, and training are conducted virtually.

Responsibilities

• Strong partnering with corporate Learning & Development to ensure corporate alignment, and that corporate approach is embedded within functional training (i.e. values, continuous learning culture, consistent messaging, quality of training, coordination of training content, and scheduling).
• Develop and execute strategic plans utilizing multiple data points, both quantitative and qualitative, (performance, productivity, skills gap analyses, etc.) to meet the evolving training needs of the business, teams, and individuals.
• Manage and develop training professionals to achieve the expected results. 
• Collaborate with management teams to assess ongoing and future training and development needs. Understand compliance and regulatory training needs. 
• Develop engaging group and individual learning courses with emphasis on teaching theories and fundamentals of Call Center, Operations, and customer/member experience (CX/MX). 
• Ensure the quality and consistency of instruction and classroom management. 
• Recommend and implement new training techniques and suggest enhancements to existing training programs, as needed. Oversee learning activities, curriculum, and resources. 
• Evaluate the results of training courses utilizing metrics and regular reporting always striving toward improved productivity, and CX/MX. 
• Provide engaging communications about program information to encourage participation and highlight the value and benefits of continuous learning. 
•  Complete all necessary continued learning and training requirements per department or company needs. 
• Other duties as assigned needed to support overall Operations. 

 Requirements and Qualifications
Required

• 3+ years of demonstrated success in managing and leading successful teams. 
• 3+ years of experience in Call Center, ideally related to training and development, or demonstrated success with corporate and/or functional training focus. 
• 5+ years of Instructional design experience with various content; Instructor Led, virtual, e-Learning, and on demand. 
• Must have experience with Articulate 

• Strong knowledge of Microsoft Office (Word, Excel, and PowerPoint) 
• Demonstrated creativity, excellent presentation, writing, listening and organization skills. 
• Excellent interpersonal skills required. 
• Knowledge and experience with adult learning concepts, instructional design (ADDIE or SAM), curriculum development, compliance requirements 
• Demonstrated ability to work effectively with diverse teams and individual learners

 Preferred

• Bachelor's degree in related field (Learning & Development, HR, Education, Organizational Effectiveness, etc.), strongly preferred. 
• ATD, ICMI or related certification, a plus 

Work From Home Requirement
(25/25mp) to execute all job functions. Additionally, the employee must provide a private 
workspace with a desk and chair, free from distraction.

Physical Demands and Working Conditions
Duties are performed primarily in a home office setting utilizing Company provided computer equipment. While performing the duties of this job, you will regularly sit and talk. The employee is frequently required to use their hands. Employee will occasionally be required to stand and walk. 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits

• Eligible for benefits within 30 days
• Health (family)
• Dental
• Vision
• STD, LTD, Critical Illness and Accident
• Company Paid Life Insurance 
• Company Paid Holidays (6)
• PTO cashout and rollover options.
• Tuition Reimbursement
• 401(k) 100% company match up to 4% 90 days

 

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