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Manager- Training - Work From Home

Company: C3/CustomerContactChannels
Location: Charleston
Posted on: November 22, 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 Purpose:The Manager - Training is responsible for the daily supervision and management of a team of Trainers. The Manager---s primary role is that of coach and developer to ensure that the trainers meet or exceed the standards set forth by Everise and the client.Job Requirements:--- Deliver new hire and onboarding training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures to new trainers--- Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance--- Demonstrated competency in driving strategic attrition improvements----- Partner with clients in curriculum design recommendations/modifications to improve the new hire experience--- Ensure that all trainees and trainers are actively engaged in the training process through the new hire lifecycle:-- Planning-Trainer Readiness-SOP---s, Trainer Development, Training Throughput and post 30-60-90 day performance--- Validate and inspect trainer readiness and real time in class observations, as well as effective use of Standard Operations Procedures--- Conduct proficiency evaluations and certify trainers for the programs to which they are assigned--- In conjunction with Operations supervisors and management staff, work with team members in the continued development of associates to reach optimal performance--- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams--- Demonstrated success with ability to multi task in a virtual environment--- Ability to effectively pivot to change in direction based on client and business needsQualifications:--- Excellent oral and written communication skills at all levels of the organization--- Demonstrated presentation and facilitation skills--- Excellent oral and written communication skills--- 2-3 years of BPO Call Center experience-managing 20-40 simultaneous new hire classes--- Proficiency in Microsoft Office applications including Excel, PowerPoint and Word--- Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills--- Ability to speak in front of medium to large sized groups of people--- Schedule Flexibility--- Dependability regarding completion of assignments and attendance--- A minimum 3-5 years instructing/facilitating in an adult learning environment (call center)--- Ability to pass a drug screen and background check If 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 , Manager- Training - Work From Home, Executive , Charleston, West Virginia

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