Training Manager Jobs

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This position is accountable for administering and directing the work of the Training team within the organization's functional structure. This individual is accountable for developing, implementing, and evaluating training strategies for internal employees and external vendors.This position will oversee and cultivate a training team's design and execution of all functional training. This position will perpetually challenge training team members to improve the colleague and customer experience by challenging training processes. This individual will coordinate with cross-functional partners to identify and implement training enhancements for our employees and clients.

*Key Performance Indicators: *

• * Trainer Pulse Survey Results
• * Call Center Coaching and Quality Metrics
• * Training Knowledge Check Assessment Results
• * KPIs for Customer Care Training:
• * First Call Resolution * CSAT

*Principal Duties and Responsibilities:*

A successful candidate for this position must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the required level of knowledge, talent, and/or ability. Responsibilities and essential job functions include the following, but are not limited to:

• Possess the instructional design skills necessary to create training materials when necessary.
• Responsible for implementing and delivering training results, working with the training team, Sales, Accounts Receivables, and field leadership to improve customer experience and colleague and customer journey-based results.
• Collaborate closely with functional leadership to convey training plans and requirements.
• Developing action plans to enhance the learning experience by identifying opportunities for improvement and collaborating with key stakeholders (such as Quality, Technical Team, and Technology).
• Deliver training enhancements and improvements on the mapping of the colleague experience journey, while supporting the function/ 3rd party partner strategy and ensuring operational objectives are communicated to cross-functional business partners and external partners in order to raise awareness of training performance.
• Possess an understanding of adult learning and development.
• Be knowledgeable about all functional training programs, including available content and where to locate it.
• Develop and implement a strategy for the training and acquisition of new employees.
• Assist in the implementation of process changes, monitor and assess the efficacy of process changes, and report the outcomes of process changes to leadership.
• Monitor and administer the functional training and education programs.
• Manage and develop Trainers to ensure they deliver high-quality, effective training
• Design and implement methods for measuring the efficacy of training and education.

Candidate Summary

*Required Experience:*

• Bachelors degree in Business or related field and at least 5 years of progressive, hands-on experience. Or equivalent combination of education and experience.
• Conflict resolution and negotiation skills
• Proven experience leading teams/campaigns/functions within the organization
• Analytical skills and attention to detail
• Ability to influence and persuade others in the process of change management
• Ability to communicate effectively at all levels within an organization

*Required Leadership Traits and Characteristics:*

• Strong commercial skills with a demonstrated commitment to customer service. Strong analytical and problem-solving skills with a solid grasp of key metrics and trends.
• Excellent organizational and leadership skills with the ability to operate strategically and operationally as required.
• Excellent people management skills with demonstrated experience leading a large, dispersed, and diverse workforce across multiple locations and geographies.

*Formal Education, Qualifications or Training:*

• A bachelor's degree in business or a related discipline and at least three years of progressive leadership experience in Operations Support. Or a combination of education and experience that is equivalent.

Physical Demands and Working Conditions

The physical requirements are representative of those an employee must meet to successfully perform the essential functions of this employment. Individuals with disabilities may be provided with reasonable accommodations in order to execute the essential functions.

• Express or exchange ideas with others through the use of spoken language quickly, accurately, and at a volume that is easily audible; receive detailed information through oral communication at typical speaking levels without correction; and/or make fine distinctions in the nature of environmental sounds.
• Move up to 10 pounds occasionally by lifting, carrying, pushing, pulling, or otherwise repositioning objects. * Sit for extended periods of time while using office apparatus such as computers, phones, etc.
• Fingering and repetitive motions, including movements of the forearms, hands, and fingers while picking, pinching, and typing in a typical work environment.

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance