Training Manager Customer Service

- Provide oversight and day-to-day management of the training department demands including customer requirements, business processes, systems, budget, and operations to ensure performance metrics are met

- Manage individual and team activities, workload, and priorities in support of departmental objectives with responsibility for results, including costs, quality, timeliness and effectiveness

- Monitor and maintain employee documentation and projects such as timesheets, employee information, attendance tracking, disciplinary action, terminations, coaching, and adherence to policy

- Communicate relevant performance trends, patterns, and issues to project/analytics staff and organization hierarchy regularly and in a timely fashion

- Frequently interact with employees, customers, and/or functional peer group managers by communicating, attending, and participating in meetings

- Effectively communicate and support the company’s/program’s vision and goals to your team and peers

- Contribute to the review, update, and documentation of standard operating procedures while making recommendations for improvement

-Identifying gaps in training content and materials and working with the Operations Manager and client to update.

- Analyze data and reports to determine root cause of poor performance and implement mitigation efforts to improve performance while following International Organization for Standardization (ISO) best practices and processes

- Develop teams through coaching, motivation, delegation, performance evaluation, addressing behavioral/interaction issues, accountability, and (when necessary) timely administration of progressive discipline and terminations

- Perform other duties as assigned by leadership

-Internal applicants: Must be in current position for 90 days with TDB prior to applying. 

Minimum Requirements:

-  * Internal applicants:* Must be in current position for 90 days with TDB Communications CCO Chester location.

- Bachelor’s degree or equivalent combination of education, work experience considered in lieu of degree required

- At least three (3) years of people management experience required

- At least five (5) years of experience in related field required (training)

- Demonstrated history of strong leadership, professionalism, communication, listening, analysis, and problem-solving skills

- Excellent organizational skills

- Proficient in Microsoft Office

- Ability to be flexible in work schedule to meet changing business needs, deadlines, and priorities

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year