The Customer Experience & Learning Services Manager is responsible for the design, development, and delivery of strategic and tactical leadership, management and professional development training programs for CSR. The Training Manager is in charge of administrating the training programs within an account to ensure high level customer experience and client policy adherence.
Coordinate Training Delivery: • Identifies areas of opportunity within the account and address them; • Schedules training rooms and trainers; • Provides supervision of courses through trainer/training evaluations and proper feedback; • Monitors course attendance and performance; • Assigns trainers tasks and activities based on availability; • Schedules vacation days and compensation days.
- Training the Trainers: • Provides orientation to new trainers; • Shares best practices with the trainers; • Ensures Trainers have the knowledge of the account’s procedures and processes; • Sets department rules and expectations.
- Enforcing Account Policies and Procedures: • Ensures that the account’s and Training standard procedures are being followed properly; • Provides coaching and developing for trainers who don’t properly adhere to directives; • Develops new policies and procedures based on the department’s needs at the time.
- Analyze Trainer Performance and Reporting: • Reviews and analyzes the reports that are sent by trainers; • Reorganizes trainer tasks and activities based on availability and findings; • Compiles department bonus reports based on trainer performance; • Performs evaluations of training and provide feedback.
- Content and Material Development: • Works alongside trainers, Q.A managers and Shift Managers to identify specific needs; • Uses findings to coordinate development of contents and material that will address their areas of opportunity; • Ensures that trainers are properly trained on working with different material; • Adapts existing material to different account situations.
Responsibility: Delivery
Deliver training events and learning solutions for multiple and/or more complex curriculums using all mediums including in-class, e-learning, virtual facilitation, and blended. May also deliver new content through new mediums.
- May contribute to the design of training events and learning solutions.
- May coach other Learning Specialist
- Maintain training materials to ensure documentation is current and relevant given market changes and evolution.
- Track and manage performance in the classroom and, if required, manage transition to team mgr./stakeholder
- Follow standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.
Responsibility: Design
Employ appropriate learning methodologies to design or update learning products and solutions which meet the needs of the stakeholder.
- Collaborate with stakeholders and business partners to design or update learning programs that align business needs with training objectives.
- Design, develop, assess and implement scalable and reusable learning solutions, using multiple tools and methodologies to meet business objectives.
- Design, develop, assess and implement reinforcement tools and appropriate learning solutions.
- Recommend and implement enhancements to learning solutions to ensure constant improvements.
- Recommend and implement enhancements to learning solutions to ensure constant improvements.
- Maintain training materials to ensure documentation is current and relevant given market changes and evolution.
Responsibility: Learning Advisor
Communicate all curriculum updates and changes to the Learning Specialists that deliver relevant courses.
- Meet with delivery Learning Specialists and on-loan facilitators Pre and Post Class to ensure they are prepared and to gather feedback on curriculum.
- Collaborate with stakeholders and business partners to develop learning solutions that align business needs with training objectives.
- Recommend non training related solutions as appropriate as value added activities and/or alternative to training requests.
- Meet stakeholders to debrief successes / opportunities and action plan (Level 3 Assessments quarterly) and take action on key gaps and areas of opportunity identified.
- Provide regular training updates to stakeholders.
