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Hours Full-time
Location Flushing, NY
Flushing, New York

About this job

Client Reference Code: 199475
Responsible for managing the implementation and delivery of training and performance improvements in the Customer Care Center(s). Work with Center leaders and operations staff to assess and execute strategies for enhancing performance. Measure and evaluate the effectiveness of training programs, including the Advisor New Hire curriculum. Manage Customer Care Center(s) training delivery team and vendors to implement consistent and effective Charter curriculum.


MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Work closely with Customer Care and Operations senior leaders to assess Center performance; identify gaps and key drivers; recommend training solutions and other related strategies for enhancing performance

Manage the implementation of the Customer Care training curriculum and Leadership Development curriculum within respective Center(s)

Define business and performance objectives for Customer Care training initiatives

Assess student performance during training, and thereafter, to provide relevant coaching and development

Measure and evaluate the effectiveness of training in achieving desired outcomes

Partner with the Senior Director Training Delivery on curriculum reviews, additional training requirements and trainer certification for the Customer Care organization

Partner with peer training managers on shared queue responsibilities

Keep abreast of current learning and performance strategies, delivery methods, and techniques

Determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives

Manage Customer Care training delivery staff

Manage external resources, as needed, to maximize cost effectiveness and quality

Facilitate training from time to time

Perform other duties as required



REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Building trust
Communicating effectively
Influencing stakeholders (ex: Senior management, external consulting partners, and human resources community)
Leveraging diversity
Networking and partnering
Analyzing needs and proposing solutions
Applying business skills
Driving results
Planning and implementing assignments
Thinking Strategically
Demonstrating adaptability
Modeling personal development
Knowledge of adult learning principles and facilitation techniques
Ability to use computer and software applications (i.e., MS Office)

Education
Bachelor's degree in Human Resource Development, Business Administration or related field, or equivalent experience, required. Call Center experience also required.

Related Work Experience Number Of Years
Customer service training and customer service operations experience 5
Management experience 3
Project Management experience 2


WORKING CONDITIONS
Fast paced office environment
Approximately 10-20% travel, as required

Job Code : TWCHTR510 Mgr, Cust Care Trning Delivery Exempt

199475BR