MGR TRAINING AND DEVELOPMENT

POSITION PURPOSE
The Manager, Training and Development manages the creation and implementation of learning solutions and training courses that meet the business objectives of the Homedepot.com Contact Center. This position will ensure that training programs are developed, implemented and administered consistently in a manner that maximizes efficiency and achieves desired target metrics. Research emerging industry trends, new technologies, concepts and techniques to update current training curriculum as appropriate. The Manager, Training and Development will oversee and manage a team of training specialist, providing coaching and development as appropriate. Coordinate with other Training leaders to standardized training delivery mechanisms and leverage best practices.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
40% Conducts comprehensive needs assessments and develops a learning strategy by function. Using a functional competency framework, leads the development of perrformance improvement solutions and translates performance requirements into learning requiremnents, curriculum maps and implementation plans.
20% Guides and directs work for team of training specialist to ensure application of learning theories and adherance to training standards and achievement of deliverables. Provide coaching and training to team.
20% Oversee the creation and implementation of Call Center Training programs, which enable representatives to fulfill the needs of our organizations and our customers while maintaining/exceeding key performance metrics.
10% Researches and tracks industry trends in training and learning. Updates and implements new processes and tools as appropriate.
10% Partners with Contact Center leadership to consistently measure the return on learning investment. Recommends changes, as needed, to ensure the business realizes a tangible measureable return on its investment.

NATURE AND SCOPE
Position reports to Sr Manager
Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 5 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:
Bachelors degree in Instructional Design, Human Resources or related field
5+ years experience in the Learning field
Previous experience leading a team
Previous experience in retail, call center or a customer focused environment
Learning certifications (i.e. CPLP, FranklinCovey)

Knowledge, Skills, Abilities and Competencies:Understanding of adult learning principles and strategies
Strong facilitation skills in a group setting
Excellent written and oral communication skills
Ability to influence and negotiate without direct authority
Ability to quickly build relationships and establish rapport
Demonstrated ability to work in fast paced environment managing and prioritizing mulitple responsibilities and deliverables while meeting deadlines