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Overview:

The Customer Experience & Learning Services Manager is responsible for the design, development, and delivery of strategic and tactical leadership, management and professional development training programs for CSR. The Training Manager is in charge of administrating the training programs within an account to ensure high level customer experience and client policy adherence.

• Coordinate Training Delivery: • Identifies areas of opportunity within the account and address them; • Schedules training rooms and trainers; • Provides supervision of courses through trainer/training evaluations and proper feedback; • Monitors course attendance and performance; • Assigns trainers tasks and activities based on availability; • Schedules vacation days and compensation days.
• Training the Trainers: • Provides orientation to new trainers; • Shares best practices with the trainers; • Ensures Trainers have the knowledge of the account’s procedures and processes; • Sets department rules and expectations.
• Enforcing Account Policies and Procedures: • Ensures that the account’s and Training standard procedures are being followed properly; • Provides coaching and developing for trainers who don’t properly adhere to directives; • Develops new policies and procedures based on the department’s needs at the time.
• Analyze Trainer Performance and Reporting: • Reviews and analyzes the reports that are sent by trainers; • Reorganizes trainer tasks and activities based on availability and findings; • Compiles department bonus reports based on trainer performance; • Performs evaluations of training and provide feedback.
• Content and Material Development: • Works alongside trainers, Q.A managers and Shift Managers to identify specific needs; • Uses findings to coordinate development of contents and material that will address their areas of opportunity; • Ensures that trainers are properly trained on working with different material; • Adapts existing material to different account situations.

Please refer to job description.