Vacancy - Training Manager - Contact Center
Position: Training Manager – Contact Center
Department: Contact Center – St. Lucia
Reports To: Senior Manager – Contact Center
Type: Full-Time - Hourly
Number of Openings: One
Training Manager – Contact Center – The key focus of the Training Manager will be to lead, support and maintain the call quality monitoring process, related systems, and the overall success of all customer interaction improvement programs, while leveraging the latest technology and process innovations. To implement branded call intake interaction processes that includes a quality certification of all staff, monitoring, coaching and mentoring processes for all quality team members. The Training Manager will lead the coaching and development of all employees and Partners to deliver the highest level of service in all Key Performance Metrics and Customer Satisfaction (CSAT).
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
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, January 18th, 2020.
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