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Customer Care Training & Development Manager
Company: Stuller Salary Range:
Job Type: Full-Time 90 days Location: Lafayette, LA
United States
Company URL www.stuller.com/careers/


Job Description
We are hiring an experienced training and development manager for our Customer Care Contact Center, to devise organizational training strategy, oversee its implementation and assess its outcomes. You will collaborate with the Contact Center leadership as well as the HR Training and Development Director to identify training and developmental needs and drive suitable training initiatives that develop our team members and drive improvement in customer experience.



The training manager will work with the Customer Care Center employees to train and develop their specific job skill requirements as well as their soft skill development aligning with the overall needs of the team, department and company. The successful candidate will have experience in training and development, creating and facilitating sessions, human resources, and education within a contact center.



Training manager responsibilities include enhancing employees’ skills, performance, productivity and quality of work.

Qualifications
Proven work experience as a training manager or facilitator
Track record in designing and executing successful training programs
Familiarity with traditional and modern adult learning methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
Experience in a contact center environment
Excellent communication and leadership skills
Ability to plan, multi-task and manage time effectively
Strong writing and record keeping ability for reports and training manuals
Good computer and database skills
BS degree in relevant field
Responsibilities
Collaborating with contact center leadership as well as company training and development team to identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
Draw an overall or individualized training and development plan that addresses needs and expectations
Deploy a wide variety of training methods
Conduct effective induction and orientation sessions
Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
Manage training budget
Provide opportunities for ongoing development
Resolve any specific challenges and tailor training programs as necessary
Maintain a keen understanding of training trends, developments and best practices
Desirable

Experience in adult learning environments
Experience with B2B Sales & Support
Experience with Contact Center Telephony (ideally Avaya products)
Experience with Oracle
Experience with Contact Center Quality Assurance & Training
Prior use of Learning Management Systems platforms
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
The requirements listed above 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.

Apply online using the Careers link at www.stuller.com


Contact Info
Contact Name:
Contact Company:Stuller
Contact Phone:
Contact Email:jobs@acadianashrm.org


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