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Customer Engagement Training Manager
Ref No.: 18-00147
Category: Technology
Location: Oakland, New Jersey
Position Type:Direct Placement
Experience Level: 3 Years
Start Date: 07/13/2018
Pay Rate : $ 75,000.00 - 100,000.00 /Year
Customer Engagement Training Manager
Location: Oakland NJ
Salary: 75-100K

JOB FUNCTIONS:
  • Design and conduct customer engagement training programs related to call center. Ensure all call center advisors are equipped with the necessary knowledge, skill sets, and standards; are highly motivated and engaged in contributing to the achievement of business objectives and the company's vision and values.

POSITION DESCRIPTION:
  • Champion call center training programs to create a positive and performance driven culture which motivates all levels of the advisor staff to exceed turnover targets and achieve KPI goals.

DUTIES AND RESPONSIBILITIES:
  • Ensure brand image is respected and the highest level of customer experience is delivered. Support the vision of the brand being customer-centric.
  • Produce training materials (i.e. outlines, text and handouts) for new and existing call center advisors. Amend and revise materials as necessary, adapting to growth and change.
  • Provide in-class and remote training (as needed) for new and existing advisors on all call center processes, technologies and cross-functional areas.
  • Assist with providing training administrative support to the organization to assist with the development, implementation, and evaluation of training programs and documentation.
  • Review training programs and calendar with the Customer Engagement Manager and Director of Airline Programs to ensure quality and applicability to each area.
  • Support the evaluation of the training program to confirming employees are qualified to perform their jobs, in compliance with all applicable policies, procedures, specifications, laws and regulations.
  • Spearhead implementation and rollout of induction for new advisors, new customers and refresher training for existing employees.
  • Manage Customer Experience Evaluation results and analyze each wave debrief with the Customer Engagement Manager and Director of Airline Programs to ensure trainings address key priorities for the advisors to meet and/or exceed benchmarks.
  • Conduct post-training evaluations to ensure effectiveness, applicability and continuous improvement of training programs.
  • Create and ensure individual advisor training matrix (TIM) is updated and accurate.
  • Monitor and evaluate training program effectiveness.

QUALIFICATIONS:
  • Bachelor's Degree in Training, Human Resources Management, Psychology or related discipline.
  • Minimum 5 - 8 years of hands-on experience in training and development.
  • Possesses education and/or training relating to instructional analysis, design, development, delivery and testing, as well as evaluation of training programs.
  • Strong in needs analysis, program development, facilitation and training delivery skills
  • Confident, positive mindset, self-motivated and excellent people skills to work with different cultures and all levels of staff.
  • Possess a strong passion in fostering a learning culture and developing talents.
  • Excellent communication, creative, organization, and influencing skills
  • Ability to work a flexible schedule based on business needs including but not limited to travel and to work with limited resources
  • Proficiency in Microsoft Office and comfortable navigating PC based applications
  • Strong organizational skills and adaptability to various competing demands, successful implementation of time-management, and demonstration at the highest level of customer/client service and response.

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