Call Center - Assistant Training Manager

The Training Assistant Manager will be responsible for:
1.  Providing leadership and direct supervision of Training employees.
2.  Assessing, prioritizing, and responding to all training requests in a timely manner.
3.  Meeting weekly with Trainer Level 1 to provide updates; assign new projects; and discuss training development, delivery, and evaluations.
4.  Creating effective proposals and recommendations for the development and enhancement of the Training Program.
5.  Conducting training needs analyses by facilitating monthly meetings with CRM managers, creating agent surveys, and observing Agents.
6.  Developing training classes and materials.
7.  Completing Trainer Evaluation forms on a quarterly basis.
8.  Conducting yearly performance reviews and assessments of Trainer Level 1.
9.  Creating action plans for Trainer development.
10.  Reviewing and editing training materials for team members.
11.  Making projects as requested by CRM Training Manager.
12.  Conducting interviews for Trainer positions.
13.  Reports to Training Manager.

 

 

Requirements for the position are as follows: Bachelor?s degree or comparable experience, proven excellence in written and oral communications, comprehensive knowledge of the Microsoft Office Suite, must be team-oriented and highly organized, must have good sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers, and the ability to manage resource issues and multiple priorities with little or no direction. One-three years of training experience is required, preferably in a call center environment  Prior management experience is recommended but not required. 

EOE