Manager Customer Care, Training at Caresource in Dayton, OH

The role of the Manager, Customer Care Training is to build a best in class training team designed to ensure needs identification, content development and delivery result in an engaging and effective training experience for Customer Care teams.

Essential Functions:

• Deliver new hire and ongoing training with emphasis on corporate culture, subject matter expertise, soft skills, tool usage, operational processes and policies and procedures
• Utilize adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs
• Partner with Contact Center Leadership and communities of practice across all customer engagement channels (Sales, Retention, CS, Tech, Chat, Email) on training activities
• Coach, and grow a team of frontline “Functional Facilitators” who assist with training delivery
• Work with members of the Contact Center Training team (Instructional Design) to recommend, design, and implement learning paths tied back to measurable business objectives
• Maintain a high rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance
• Collaborate with Operations Managers in curriculum design and modification as well as develop associated supporting materials
• Develop trainers to deliver world class training in a virtual training environment
• Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
• Maintain awareness of contact center ramps and peaks and flex required training activities, skills, and priorities to meet fast paced environment
• Provide accurate reporting and records regarding training performance and day over day needs
• Perform any other job-related tasks, as requested

Education and Experience:

• Bachelor’s Degree in Adult Education, Human Resources, or equivalent years of relevant work experience in adult education is required
• Minimum of five (5) years training and development experience working with all levels of organization is required
• Minimum of three (3) years curriculum development is required
• Previous leadership experience is required
• Previous performance consulting experience preferred is preferred

Competencies, Knowledge and Skills:

• Intermediate level skill in Microsoft Word, Excel, PowerPoint
• Capable of utilizing technology and Audio video equipment and familiarity with social media
• Able to create online learning options
• Communication skills
• Ability to work independently and within a team environment
• Attention to detail
• Critical listening and thinking skills
• Training/teaching skills
• Uses proper grammar
• Time management skills
• Customer service orientated
• Decision making/problem solving skills
• Leadership experience and skills
• Able to think systematically
• Understanding of Adult Learning Theory
• Facilitation skills
• Curriculum Development
• Internal consulting skills

Licensure and Certification:

• Industry training certification such as, Development Dimensions International, Achieve Global/Zenger-Miller, The Center for Creative Leadership, ASTD Training is preferred

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time