Manager, Training Delivery

Manager, Training Delivery

Manager, Training Delivery

Job Overview

Location
Greensboro, North Carolina
Job Type
Full Time Job
Job ID
47709
Date Posted
4 months ago
Recruiter
Julia Hart
Job Views
232

Job Description

JOB SUMMARY
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 New Hire curriculum. Manage Customer Care Center(s) training delivery team 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 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
Customer service training and customer service operations experience: 5 years
Management experience : 3 years
Project Management experience: 2 years


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

EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.

Job ID: 47709

Tags

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Company Details

Spectrum

  • Stamford, Connecticut
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