Manager, Training & Development
Bristol, VA Bristol, VA Estimated:
$69.
7K - $88.
3K a year Estimated:
$69.
7K - $88.
3K a year 1 day ago 1 day ago 1 day ago Manager, Training & Quality Assurance/Customer Experience Bristol, VA (Onsite - Remote not available)
Summary:
Evaluates the training needs of the Customer Care Center to support the development of custom training initiatives.
Creates, plans, implements, and manages training programs for a multi-location Customer Care Center.
Oversees training and development of customer care team to ensure the accomplishment of business goals.
Essential Duties and
Responsibilities:
Develop and grow the customer experience training function to instill the corporate value system and best in class practices.
Analyze and assess training and development needs for individuals, training specialists (instructors) and the department.
Develop material and multi-format training programs for customer interfacing departments and positions.
Deliver training through various media and mechanisms; in-person, remote / online.
Work with subject matter experts to refine and assist with the delivery of customer-related training material.
Utilize a variety of methods and materials to challenge and inspire team members to perform at the highest possible level.
Evaluate the effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods.
Travel to remote work locations to train and observe staff in all markets.
Cope in a technically complex and fast-changing environment and respond calmly and rationally to changing aspirations in a deadline-driven situation.
Promote customer advocacy and corporate value system in all delivery and interactions.
Exemplify and train others to create proficiency in customer communications methods and strategies including sales, de-escalation, retention, and troubleshooting.
Adequate technical understanding of all Point Broadband services and delivery methods in order to facilitate training program.
Support Customer Care team leads and supervisors through the development of data driven metrics utilizing training scorecards, competency metrics, quality scorecards and skill-based assessments.
Deliver appropriate training to Customer Care leadership to ensure quality control is in place and communicated through coaching and development.
Evaluate the effectiveness of training programs and instructors to support the development of improved training protocols that meet business objectives.
Deliver training to new employees, onboard within Customer Care systems, and introduce to the ongoing training curriculum.
Ensure that new product and system documentation creation and training is accomplished.
Other duties as assigned by management.
Secondary Duties and
Responsibilities:
Maintain organized LMS and other repositories for customer and sales interface, as well as technical/systems training.
Observe, review, and ensure quality of employee performance.
Work alongside Team Leads, Supervisors and leadership staff to enhance employee performance.
Plan future projects and initiatives in accordance with company goals.
In cooperation with VP of Customer Experience, collect and review/analyze employee, team, and department level performance metrics to ensure training methods and outcomes are satisfactory.
Make recommendations for the creation, modification, and execution of department procedures.
Contribute to budgetary planning for department and execution of capital and operational plans.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
Associate degree in a related field is required.
Bachelor's degree in related field is preferred.
Experience:
Proven ability to creatively develop and deliver training material and programs.
Experience in in-bound contact centers, broadband service providers, business management or related is required.
Experience with fiber-to-the-premise and fixed-wireless networks is a plus.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is:
Regularly required to talk and hear.
Frequently required to sit, stand, bend at the knees and waist and walk.
Required to use hands to type, handle objects and paperwork.
Required to raise his/her arms overhead to work, reach, and carry.
Required to use close vision and be able to focus and see colors.
Occasionally required to lift and carry objects up to 25 lbs.
Required to have a valid driver's license and maintain a driving record that meets the standards of the insurance carrier.
Ability to travel by plane and by car across multiple states and time zones.
The employee works in an indoor office environment with the occasional need to travel.
Benefits:
Point Broadband offers a competitive salary, cash bonus, and equity in a stable and fast-growing business.
Medical (three plans to choose from), Dental and Vision Flexible Spending Accounts Company Paid Life as well as Voluntary policies Short Term Disability 401(k) Paid Time Off Share the Care Paid Time Off Paid Holidays Cell Phone Allowance Career Progression Opportunities Discounted Broadband Services Where Applicable Point Broadband is an equal opportunity employer.
For further information, please visit:
EEO is the Law Poster U.
S.
Equal Employment Opportunity Commission.
Estimated Salary: $20 to $28 per hour based on qualifications.
$69.
7K - $88.
3K a year Estimated:
$69.
7K - $88.
3K a year 1 day ago 1 day ago 1 day ago Manager, Training & Quality Assurance/Customer Experience Bristol, VA (Onsite - Remote not available)
Summary:
Evaluates the training needs of the Customer Care Center to support the development of custom training initiatives.
Creates, plans, implements, and manages training programs for a multi-location Customer Care Center.
Oversees training and development of customer care team to ensure the accomplishment of business goals.
Essential Duties and
Responsibilities:
Develop and grow the customer experience training function to instill the corporate value system and best in class practices.
Analyze and assess training and development needs for individuals, training specialists (instructors) and the department.
Develop material and multi-format training programs for customer interfacing departments and positions.
Deliver training through various media and mechanisms; in-person, remote / online.
Work with subject matter experts to refine and assist with the delivery of customer-related training material.
Utilize a variety of methods and materials to challenge and inspire team members to perform at the highest possible level.
Evaluate the effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods.
Travel to remote work locations to train and observe staff in all markets.
Cope in a technically complex and fast-changing environment and respond calmly and rationally to changing aspirations in a deadline-driven situation.
Promote customer advocacy and corporate value system in all delivery and interactions.
Exemplify and train others to create proficiency in customer communications methods and strategies including sales, de-escalation, retention, and troubleshooting.
Adequate technical understanding of all Point Broadband services and delivery methods in order to facilitate training program.
Support Customer Care team leads and supervisors through the development of data driven metrics utilizing training scorecards, competency metrics, quality scorecards and skill-based assessments.
Deliver appropriate training to Customer Care leadership to ensure quality control is in place and communicated through coaching and development.
Evaluate the effectiveness of training programs and instructors to support the development of improved training protocols that meet business objectives.
Deliver training to new employees, onboard within Customer Care systems, and introduce to the ongoing training curriculum.
Ensure that new product and system documentation creation and training is accomplished.
Other duties as assigned by management.
Secondary Duties and
Responsibilities:
Maintain organized LMS and other repositories for customer and sales interface, as well as technical/systems training.
Observe, review, and ensure quality of employee performance.
Work alongside Team Leads, Supervisors and leadership staff to enhance employee performance.
Plan future projects and initiatives in accordance with company goals.
In cooperation with VP of Customer Experience, collect and review/analyze employee, team, and department level performance metrics to ensure training methods and outcomes are satisfactory.
Make recommendations for the creation, modification, and execution of department procedures.
Contribute to budgetary planning for department and execution of capital and operational plans.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
Associate degree in a related field is required.
Bachelor's degree in related field is preferred.
Experience:
Proven ability to creatively develop and deliver training material and programs.
Experience in in-bound contact centers, broadband service providers, business management or related is required.
Experience with fiber-to-the-premise and fixed-wireless networks is a plus.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is:
Regularly required to talk and hear.
Frequently required to sit, stand, bend at the knees and waist and walk.
Required to use hands to type, handle objects and paperwork.
Required to raise his/her arms overhead to work, reach, and carry.
Required to use close vision and be able to focus and see colors.
Occasionally required to lift and carry objects up to 25 lbs.
Required to have a valid driver's license and maintain a driving record that meets the standards of the insurance carrier.
Ability to travel by plane and by car across multiple states and time zones.
The employee works in an indoor office environment with the occasional need to travel.
Benefits:
Point Broadband offers a competitive salary, cash bonus, and equity in a stable and fast-growing business.
Medical (three plans to choose from), Dental and Vision Flexible Spending Accounts Company Paid Life as well as Voluntary policies Short Term Disability 401(k) Paid Time Off Share the Care Paid Time Off Paid Holidays Cell Phone Allowance Career Progression Opportunities Discounted Broadband Services Where Applicable Point Broadband is an equal opportunity employer.
For further information, please visit:
EEO is the Law Poster U.
S.
Equal Employment Opportunity Commission.
Estimated Salary: $20 to $28 per hour based on qualifications.
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