Senior Manager - Training- Work From Home

Company: C3/CustomerContactChannels
Location: Charleston
Posted on: November 16, 2021

Job Description:

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!Position Responsibilities---Manages and coordinates the planning, design, and implementation of training programs and effectiveness, new trainer onboarding, continuing education, policies and procedures in partnership with internal and external stakeholders--- Administration of employee training, including evaluating training needs, evaluating and revising current course materials, and analyzing course feedback--- Manage the development of the team with individual coaching weekly, including mentoring, coaching, review/looking forward to planning, personal/professional development, and removing obstacles; this includes performing and/or coordinating weekly trainer observations--- Administration of managerial tasks, including payroll approval, dashboards, client and executive leadership needs analysis and program reporting--- Experience in leading new hire training program of 10K plus new hires during aggressive healthcare and customer service ramps--- Experience in managing multiple clients, potentially across multiple geographies--- Partner with Everise Leadership on complete client implementation/management from a Training perspective - focusing on Trainer hiring, ramp plans, Training hours, etc.--- Ability to drive graduation results with low attrition and increased speed to competency--- Experience in new hire learning in virtual or brick and mortar environment--- Understanding and ability to understand, analyze and collaborate on training attrition performance in comparison to financials needs and results--- Ability to manage multiple clients in fast paced environment --- Experience and able to execute change management --- Understanding and ability to drive root cause analysis improvements and strategic planning--- Other duties and projects as assignedPosition Requirements:High school diploma or GED requiredBachelors or Associates degree preferred3-5 years Training Facilitation2-3 years call center experience - BPO heavy ramp experience1-2 years supervisory/management experienceProficient in MS Office- specifically excel and power point. As well as the use of company-specific systems and /programsUnderstanding and experience with Adult Learning Principles1-2 LMS management and usage experienceFacilitation and training experienceSelf-MotivatedStrong project Management and Problem-Solving skillsStrong interpersonal skills- both internally and with ClientsStrong communication skills; written and verbalInstructional Design understanding and ability to gather and present feedback to internal and external stakeholdersIf you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Keywords: C3/CustomerContactChannels, Charleston , Senior Manager - Training- Work From Home, Executive , Charleston, West Virginia