Manager of Customer Experience Training

05 Aug 2024

Vacancy expired!

Overview:Development, implementation and improvement of contact center day-to-day Training operations. Develop and maintain adequate staff and training material. Assess training needs of various projects. Oversee and manage all training functions including staff.Responsibilities:Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations.

Conduct training needs assessments and oversee the training function.

Develop, compose and compile training materials and other training aids such as equipment and visual aids

Development of courses to include customer service and technical support

Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded

Manage, lead, motivate and develop training team members

Write performance evaluations of training staff

Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.

Continuously seek and support new approaches, practices and processes to improve the efficiency of training services offered.

Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.

Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.

Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community

Incorporates, administers, and monitors operating budget for the training department

Thrives as a team player in a fast paced, high energy, change oriented environment

Perform other related duties and assignments as required and as assigned by Operations Manager or other WFM leadership

Qualifications:Minimum of 6 months working with the client.

Call Center Training and/or Supervisory experience

Flexible hours/days are a requirement.

Bachelor's degree from an accredited college or university in Human Resources, Adult Education, or related field; or Call Center Training and/or Supervisory experience

Demonstrated leadership capabilities

Flexible, adaptable teamplayer with good work ethic.

Strong presentation and public-speaking skills

Strong verbal, listening, and written communications skills required

Excellent attendance history is required.

Two to five years of call center experience required

One year of call center training experience preferred

Strong computer skills with working knowledge of Microsoft Office Suite

Strong desire to help others learn

Understanding of Adult Learning Principles

Minimum of 90 Day tenure with Teleperformance

Minimum 90% of Metrics Maintained

No correction communications in the last 6 months

Less than 3.0 EAF Points

Full-time
  • ID: #44627772
  • State: Utah Salt lake city 84101 Salt lake city USA
  • City: Salt lake city
  • Salary: USD TBD TBD
  • Showed: 2022-08-05
  • Deadline: 2022-10-04
  • Category: Et cetera