Training Manager

ACCENT is an international provider of outsourced customer relationship management solutions for Fortune 1000 companies.  With a customer-focused attitude, scalable technologies, and contact centers across the world, ACCENT is committed to providing customer care solutions that Drive Value Through Every Customer Interaction.

 

ACCENT is working with Staffmark to fill the role of Training Manager for our operation in Winter Haven,Florida.  As Training Manager, you will be responsible for the overall training execution within the call center environment.  The principle responsibilities include:

 

? Develop a training curriculum, including scripts and rebuttals for CSSAs and Program Management;

? Develop a formal training presentation to provide to potential and existing clients;

? Design, develop, and deliver training programs based on client requirements and needs assessment;

? Work closely with Marketing Directors and Business Implementation Managers to understand program goals and client expectations and ensure training program meets overall program objectives;

? Evaluate and analyze the effectiveness of training through the use of Kirkpatrick?s Level One evaluations and skill assessments;

? Conduct needs assessments to identify new and ongoing opportunities for training and development of CSSAs, Program Management, and other call center employees;

? Track and account for training expenses;

? Develop operating and inbound/outbound monitoring standards;

? Coach and counsel employees on their quality and productivity performance;

? Prepare and distribute to management a recap of all CSSAs quality performance on a weekly basis; and

? Ensure the department performance a quality development audit of all sales tapes on a daily basis.

 

ACCENT offers a competitive benefits package including medical insurance, dental insurance, vision insurance, life insurance, short- and long-term disability, flexible spending accounts, Employee Assistance Program, 401(k) plan, vacation and sick leave, holidays, new child leave, and a scholarship reimbursement program.

 

The ideal candidate will have two years training experience, preferably in a call center environment.  Candidates should have a bachelor's degree (B.A.) from a four-year college or university and at least two years of experience.

 

ACCENT is looking for experienced and motivated leaders who want to grow with our company and embrace our philosophy of ?Work Hard, Have Fun, Build a Future.?

Equal Opportunity Employer.