Stuller, Inc.

Customer Care Training & Development Manager

US-LA-Lafayette
7 days ago
Req No.
2017-6032
Type
Full-Time
Category
Sales
Work Hours
8:00am - 5:00pm

Overview

We are hiring an experienced training and development manager for our Customer Care Contact Center, to devise organizational training strategy, oversee its implementation and assess its outcomes. You will collaborate with the Contact Center leadership as well as the HR Training and Development Director to identify training and developmental needs and drive suitable training initiatives that develop our team members and drive improvement in customer experience.

 

The training manager will work with the Customer Care Center employees to train and develop their specific job skill requirements as well as their soft skill development aligning with the overall needs of the team, department and company. The successful candidate will have experience in training and development, creating and facilitating sessions, human resources, and education within a contact center.

 

Training manager responsibilities include enhancing employees’ skills, performance, productivity and quality of work.

Qualifications

  • Proven work experience as a training manager or facilitator
  • Track record in designing and executing successful training programs
  • Familiarity with traditional and modern adult learning methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
  • Experience in a contact center environment
  • Excellent communication and leadership skills
  • Ability to plan, multi-task and manage time effectively
  • Strong writing and record keeping ability for reports and training manuals
  • Good computer and database skills
  • BS degree in relevant field

Responsibilities

  • Collaborating with contact center leadership as well as company training and development team to identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
  • Draw an overall or individualized training and development plan that addresses needs and expectations
  • Deploy a wide variety of training methods
  • Conduct effective induction and orientation sessions
  • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
  • Manage training budget
  • Provide opportunities for ongoing development
  • Resolve any specific challenges and tailor training programs as necessary
  • Maintain a keen understanding of training trends, developments and best practices

Desirable

  • Experience in adult learning environments
  • Experience with B2B Sales & Support
  • Experience with Contact Center Telephony (ideally Avaya products)
  • Experience with Oracle
  • Experience with Contact Center Quality Assurance & Training
  • Prior use of Learning Management Systems platforms
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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