Customer Service Training Manager

POSITION PROFILE The Manager, Customer Service Training serves as a central point of contact for regional field leadership in the development of the necessary knowledge, skills and abilities within assigned organization. This position primarily supports technical, non-exempt job families requiring vendor and other external certifications to perform their job. This position is matrixed to regional business line management and is tasked with executing on a regional learning and development plan each year that supports the achievement of IKON business objectives and leverages the learning opportunities available through IKON University, vendors and external technical certification organizations. Provides input to Senior Manager of Learning Deployment and Program Manager on developmental needs to guide curricula development efforts. Assures that the quality of instruction/coaching is consistently high when compared with internal/external certifications. Provides feedback, measurement and reporting to regional leadership on the execution of the learning plan and learning initiatives.

JOB DUTIES AND RESPONSIBILITIES

Executes the Regional development plan for assigned job families by leveraging the line of business learning plan.
Responsible for assessment and validation of coaching skills of assigned Trainers.
Assimilates, analyzes and interprets regional training results against plan including.
Summarizes and provides relevant and actionable reports/dashboards to appropriate field management.
Provides action plans to remedy regional shortfalls in plan achievement and report out to field management.
Executes any action plans provided by Senior Manager of Learning Deployment.
Responsible for the delivery coordination and execution of all field-based training programs within assigned scope and Region.
Enables and drives manager-led development within assigned scope and Region.
Facilitates sessions as required at regional or national learning events.
Champions the assessment of the developmental needs of the Region and work with the Senior Manager of Learning Deployment to identify appropriate remedies and provide tools and support to address developmental gaps.
Escalates to Senior Manager of Learning Deployment and Program Manager the need to revise or supplement existing curriculum and identify potential learning opportunities identified in the Region.
Creates new hire learning and development plan as part of the functional learning plan.
Ensures the delivery team executes to IKON University Training delivery and field development standards.
Provides coaching and development of the delivery team so that they can in turn effectively develop the their assigned field organizations.
Adhere to IKON University?s standards communication with team, at minimum conducting one-on-one meetings with director reports monthly.
Assesses best practices gathered by deployment team and facilitate publication or integration of appropriate content or processes.
Interfaces with vendors to ensure proper utilization of supplier provided outside resources.
Ensures Trainers and Senior Trainers achieve required vendor and outside certifications as required.
Actively pursues personal training and development opportunities and relevant approved certifications.
Responsible for achieving pre-defined metrics  suited for the achievement of the overall goals.


QUALIFICATIONS

Requires 4-year college degree or equivalent business experience.
Requires 5-7 years of successful business experience including:
- Document products and services industry experience
- Training experience or role requiring significant manager led development
- Management experience
- Field experience in specific area to be trained required.
Position can be designated as a developmental role for move into higher-level field positions for candidates who have demonstrated strong management and leadership competencies.