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Position: Training and Development Manager – Contact Center
Department: Contact Center – St. Lucia
Reports To: Senior Manager – Contact Center
Type: Full-Time - Salary
Number of Openings: One
Go Answer is a world-class BPO with the mission of exceeding the expectations of our clients, (and their clients), one extraordinary customer experience at a time. The key focus of the Training and Development Manager is the development, deployment, and measurement of training curricula for our Global Contact Centers. You will be partnering with subject matter experts both internally and externally to ensure that the training we provide to our staff matches our support needs and stays current as services evolve. Your expertise in training techniques and practices will help drive enhanced skills among employees in order to improve performance in our contact centers at all levels of employment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Creates and maintains training curriculum throughout the contact center at all levels; agents, specialists, supervisory and leadership positions
Develops career path and matriculation of employee roles at various levels, noting prerequisite requirements for advancement
Utilizes C2Perform performance management system to manage instructional design, training requirements and needs, calendars and more
Partners with Clients to create and implement introductory training and certification programs
Ensures that all QA Specialists, Supervisors, Team Leads and other essential team members are trained, certified and developing expert-level support to lead specific programs
Maintains Training and Quality Matrix in conjunction with the Quality Assurance Supervisor
Designs and Implements Training Programs or Process Enhancements as Preventative Measures and/or to Correct Quality Concerns
Schedules and oversees Training
Identifies and responds to trends in contact center performance to develop and provide needed training modules
Demonstrates Thorough Knowledge of Functional Areas and Processes
Works Cross-Functionally Across all Areas, Internally and Externally to Guarantee Optimal Customer Experience and Client Satisfaction
Work with Specialists and Teams to guide performance to meet partner KPI’s
Partner with Performance Managers, Supervisors and QA to prepare nested Specialists for production
Develop and manage tools to measure training performance, analyze data and prepare reports for senior management and/or partners
Provide Training Specialists with guidance, best practices and feedback and partner with them for success in achieving goals and driving success
SKILLS AND QUALIFICATIONS
Minimum knowledge, skill and/or ability required to perform job functions:
Minimum of 5 years of demonstrated Training Experience, preferably with management experience
Provide samples of past work
Superior interpersonal skills and professionalism
Highest level of understanding of company programs, policies, services and products
Ability to solve problems at a tactical and functional level
Excellent oral and written communication skills, with exemplary platform skills
Solid work ethic and unquestioned integrity
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative
Exceptional spoken and written English skills
Demonstrates critical thinking ability
Demonstrated skill and experience with voice recording tools, quality management and voice analytics platforms to improve customer interactions.
Must demonstrate a clear understanding and appreciation of Contact Center concepts and practices, including: use of systems, call routing, various contact channels (voice, email, chat, etc…), various types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career progression, employee engagement, staff development, diverse learning styles, and the unique demands of frontline staff.
Experience developing a culture of high standards, cohesive teamwork, and customer focus.
Excellent leadership and organizational skills; attention to detail; willingness to work in a fast-paced environment and effectively meet aggressive timelines.
Must possess adequate & engaging presentation skills
Advanced capabilities within Microsoft Office, with a core focus on Advanced Excel skills
Professional & Advanced written and verbal communication skills is required.
The ability to work independently, unsupervised, and deliver ongoing results.
Strong coaching and team member development skills. Effective Team Player!
Ability to work across groups both directly and indirectly to achieve a common goal
Demonstrate an understanding of change management, the importance of it, approaches, key tasks and imminent timelines
Possess and demonstrate strong process resolution skills
Advanced Analytical and data analysis skills
Strong partnership mindset
Highly organized and adept at multitasking
Consistently high performance
Reliable attendance and schedule adherence
OUR CORE VALUES
To ensure that Go Answer Team Members have an environment where expectations are clear, we desire that they embrace each Core Value through the use of descriptors and fully understand the behavioral drivers to be successful:
EXCELLENCE IN QUALITY
We believe that excellence is never an accident; it is the result of high intentions, critical thinking, focused effort, and skillful execution.
We are relentless in our pursuit of daily incremental improvement.
RELIABILITY AND INTEGRITY - “WALK THE TALK”
We conduct business with transparency to build trust, loyalty, and to improve the quality of our relationships, both internally and externally.
We stand by what is right and fair at all times.
We work as a true and enthusiastic collaborator with our clients to provide unparalleled customer experiences and ensure the best possible results.
We maximize and enhance our potential through genuine connections with our team members at all levels.
We recognize that we are stronger together and working towards a common goal.
We believe a strong Team is greater than the sum of its parts and helps ordinary people perform extraordinary things.
POSITIVE ATTITUDE AND ENERGY
We are solutions-oriented and outcome-focused.
We always focus on what we can do rather than what we can’t.
GENUINE EMPATHY & RESPECT
We cannot step into someone else’s shoes until we take off our own.
We recognize and celebrate diversity and value the opinions of others.
We stand by what is right and fair at all times.
We do what we say we’re going to do, even in difficult situations.
Get it done… Do it now; Fix it now; Answer it now.
If you are interested in applying for this position, please email your resume and cover letter clearly stating the position you are applying for, along with a sample/portfolio of your work to Eusezhann Wilson, Senior Center Manager at firstname.lastname@example.org no later than Friday, June 17, 2022.