Customer Care Training Manager
Reports To:Director of Member Relations
This individual will develop training curriculum and effectively teach new and current Customer Care Department (CCD) representatives, team leaders, and managers. Training topics will include hard and soft skills such as system technologies, company policies, shipping procedures, international considerations, customer service, leadership, and more.
Essential Duties and Responsibilities
Collaborate with Customer Care leaders and cross-departmental managers to gain knowledge of training topics such as new or changing policies, procedures, regulations, technologies, etc.
Create and revise training manuals and information packets and periodically update all department manuals using various technical programs and tools to effectively teach new concepts
Has an excellent understanding of the different learning styles and the different generation learning patterns and has ideas on how to efficiently teach new concepts so that there is the necessary understanding by the “student” in the quickest amount of time
Formulate teaching outline and determines instructional methods such as individual training, group instruction, and department meetings
Conduct training sessions covering specified areas such as new employee orientation, on-the-job training, use of computers and software, customer service, refresher trainings, and personal development
Monitor trainee progress and meet with trainees to discuss their progress and set goals
Report on progress of employees under guidance during training periods
Coordinate schedules, seating, and necessary computer applications for new employees with the IT department, HR department, and Customer Care management
Oral Communication – Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
Written Communication – Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information
Manage People – Provide regular performance feedback; develop subordinates' skills and encourage growth; improve processes, products, and services; continually work to improve supervisory skills
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”
Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identify external threats and opportunities; must be able to contribute to group initiatives
Demonstrate expertise with Microsoft products and other applicable software or applications
Knowledge of Internet, spreadsheet, PowerPoint, and word processing software
Any other learning software experience is a plus
Education and Experience
A four year degree in education, communication, or business management required
Three to five years’ training experience required
One to three years’ training experience in a call center environment preferred
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee is frequently required to sit for extended periods of time and may be required to talk and listen to employees and/customers.
Employee may work in an office setting. The individual must be able to tolerate the scent of essential oils worn or diffused.
Code of Conduct Competencies
To perform the job successfully, this individual should demonstrate the following competencies:
Work Ethics – Must be dedicated, responsible, hard-working, and a team player
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals
Spreading Wellness, One Drop at a Time