Training Team Manager

Deliver training to new hire and incumbent team members using adult learning methodologies and practices facilitation of lectures webinars hands-on and web-based training as well as through supervised on-the-job training. Responsible for the management and supervision of new hires and incumbents throughout the training period. May also supervise lead and develop Training Leads.

How you will do it

• Work closely with Customer Care Training Leadership to provide standardized current training curriculum to new hires and incumbents.
• Prepare and conduct systems and customer service skills training using a professional and engaging approach in the presentation of training programs ensuring interactive methods are employed and learners are prepped for success.
• Responsible for all training class preparation facilitation and completion including materials and classroom set-up/preparation requesting log-ins and database access and administrative functions pre- during- and post-class.
• Maintain accuracy of training class information on the National Training Team Portal.
• Provide regular updates to CMC Training Leadership and operational partners regarding progress and/or performance of new hires and incumbents during training.
• Partner with technical writer team and local SMEs to develop and update training materials to achieve performance improvement and external customer satisfaction.
• Evaluate and provide feedback to all learners before completion of training and progression into job role.
• Participate in training focus group meetings and on training project teams to identify areas of opportunity and trends to enhance training curriculum.
• Administer payroll review and validation for learners as needed
• Coordinate with departments to arrange identified resources in support of training curriculum.
• Handle employee relations issues in accordance with Human Resources guidance and direction.
• Ability to work flexible schedule in support of operational needs.
• Ability to travel (typically up to 10%) determined by business need.

What we look for

Required

• At least two years experience training/call center experience.
• At least two years of experience in an inbound/outbound call center environment.

Preferred

• Four-year degree.
• At least three years of training facilitation experience in an inbound/outbound call center environment.
• Presentation Skills; effective in a variety of formal presentation settings; one-one-one small and large group facilitation.
• Decision Quality; makes good decisions based on wisdom experience and judgment.
• Functional/Technical Skills: has knowledge and skills of computer based software and can do the job with high level of accomplishment.
• Business Acumen; has knowledge in business practices technology and information affecting the business and organization.
• Customer Focus; is dedicated to meeting the expectations of both internal and external customers.
• Managerial Courage; faces up to people problems on any person or situation quickly and directly.
• Managing and Measuring Work; monitors process progress and results.
• Time Management; uses time effectively and efficiently.
• Good listening skills; practices attentive and active listening.
• Must possess ability to work in a fast paced call center environment.
• Creativity; ability to come up with new and unique ideas to presenting in a classroom setting.