Job Description

Training manager - Contact Center

Benefits :

»Competitive compensation

»Medical, dental, and vision insurance

» 401(k) retirement savings plan with substantial company match

»Life and travel Insurance

»Tuition Assistance

»Wellness Reimbursement Program

»Travel Insurance

»Paid Holidays and Vacation


What is a Training manager - Contact Center?
The Training manager – Contact Center works with leaders, employees, and subject matter experts (SMEs) to identify critical learning needs of the Contact Center and drives the implementation of new and enhanced employee training and development programs to meet the highest customer service quality standards.

What does a Training manager - Contact Center do?

»Supervises the Contact Center training staff

»Provides skills in developing and executing learning strategies and programs across the Contact Center

»Collaborates with operating areas for training needs and impacts

»Monitors employee progress through onboarding and customer practice training programs

»Evaluates individual and department development needs

»Implements various learning methods (i.e. online, instructor-led, experiential)

»Leads design and delivery of e-learning courses, workshops and other trainings

»Guides leadership abilities in assessing employee development opportunities

»Supports the strategic planning and budgeting processes

»Responds to requests to work outside of normal work hours at times and completes on-call rotation

»Performs other related tasks as required

»Supports storm/emergency restoration efforts



What does it take to be a Training manager - Contact Center?

Required

»Associate’s degree. In lieu of an Associate’s degree, a high school diploma or equivalency degree and previous related work practice in a training function/function

» practice with performing training needs analysis, facilitation, and curriculum design

» practice using a variety of multimedia training platforms and methods

»Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the capability to lgain new computer software programs quickly

»Excellent written, verbal, and interpersonal communication skills to interact effectively in a multi-functional and diverse organization

»Strong attention to detail, organizational and time management skills to effectively manage multiple priorities

»Strong conceptual thinking and analytical skills

» capability to handle sensitive and/or confidential documents and information

»Flexibility to work outside of normal business hours at times

»Valid driver’s license

Preferred

»Previous managery practice

» practice in a contact center environment

» practice in Energy & Utilities or services industry

» practice in design and delivery of various learning methods

» practice using a Learning Management System (LMS) to coordinate, track, and report on employee training

» practice with design software (i.e. Articulate, Captivate)


Applications will be accepted until March 14, 2023 .  Please go to Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position. Applications sent via e-mail and US Mail will not be accepted.  No phone calls or agencies, please.  All replies will be held in strict confidence.
All qualified candidates will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, discapability, or protected veteran status.  Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.

VEVRAA FEDERAL CONTRACTOR

Job Tags

For contractors, Work at office

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