Training Manager: United Online

MISSION:

Provide training to all new employees. Develop and provide on-going training for existing employees to improve sales and quality skills. Work closely with the Call Center and Training Directors on departmental training needs. Develop and provide on-going training for existing employees to improve Customer Service and Leadership skills.

DUTIES:

1. Manage Training within site location.

2. Maintain and improve new hire training materials and programs.

3. Identify knowledge gaps and work with other Managers and Training Director to develop materials to address them.

4. Conduct Refresher Training based on department need.

5. Maintain strong industry and operations knowledge through monitoring, coaching and call taking

6. Assist with leadership training under the direction of the Director.

7. Provide accurate and updated training material to each employee.

8. Develop and deliver training for new initiatives.

9. Maintain accurate training records and attendance.

10. Manage a training team of 1-2 people.

11. Ensure consistency in training and communication with the other Training Managers.

12. Communicate with Call Center Director to address any call center issues.

13. Conduct and manage training to all levels of personnel.

14. Assist with the hiring process as necessary.

15. Support and contribute to the achievement department key indicator goals as defined by management.

16. Approve weekly payroll for hourly training employees at site location

17. Maintain performance standards as defined by management through effective coaching, monitoring and training.

18. Some travel may be required.

QUALIFICATIONS:

1. Usually requires Bachelor’s Degree in Education, Communications, or Business Management, or related field, or equivalent experience

2. 1+ years management experience in Training and Development

3. 2 + years training experience

4. Previous curriculum development experience

5. Proven classroom management skills

6. Working knowledge and understanding of project management

7. Superior written and verbal communication skills

8. Ability to mentor and motivate individuals

9. Proficiency in Word, Excel and PowerPoint

10. Ability to handle multiple projects and a fast paced, ever changing environment

11. Posses strong organizational skills

12. Previous call center management desired