Training Supervisor

Shutterfly, Inc   •  

Tempe, AZ

Industry: Technology

  •  

5 - 7 years

Posted 39 days ago

Description


Responsibilities

  • Oversee training and development of domestic and international Customer Care and Production Design teams, including but not limited to, new hire, product, policy, process, systems and soft skills.
  • Supervise a team of Training & Development Specialists
  • Identify and assess future and current training needs.
  • Monitor and evaluate training programs/instructor effectiveness and performance
  • Keep apprised of training trends, best practices, and the latest technology.

Key Skills and Experience

  • Obsessed with improving the customer experience.
  • Proven work experience as contact center training manager
  • Track record in designing and executing successful training programs
  • In-depth knowledge of traditional and modern training methods (mentoring, coaching, on-the-job, classroom, e-learning, workshops, simulations, etc.) and adult learning theory.
  • Strong leadership and interpersonal skills.
  • Ability to manage multiple projects and priorities with tight timelines and consistently deliver on projects.
  • Critical thinking skills.
  • Decision making skills.
  • Excellent written and verbal communication skills.
  • Organized, analytical, and detailed-oriented, while comfortable dealing with ambiguity and sudden change.
  • Ability to thrive in a dynamic, fast-paced, environment where you must take on multiple responsibilities and do what it takes to get things done.
  • Experience with Voice/Text analytics preferred.
  • Working knowledge of Articulate and/or Captivate preferred
  • 5+ years of training experience required
  • 3+ years of people management preferred
  • 5+ Year of contact center management in a customer care field preferred