Date Posted: November 4, 2020
Deadline: August 11, 2017
Organization: Charter
City: Simpsonville, SC
Website: View Website
Preferred Qualifications:
Skills / Abilities and Knowledge
? Interpersonal
o Building Trust
o Communicating Effectively
o Influencing Stakeholders (ex: Senior management, external consulting partners, and human resources community)
o Leveraging Diversity
o Networking and Partnering
? Business/Management
o Analyzing needs and proposing solutions
o Applying business skills
o Driving results
o Planning and implementing assignments
o Thinking Strategically
? Personal
o Demonstrating adaptability
o 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.
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
Reports to the Customer Care Center Director
Dotted line reports to the Care Senior Director Training Delivery
Fast paced office environment
Approximately 10-20% travel, as required