Sales Effectiveness Training Manager, CL11

Actively and consistently support all efforts to simplify and enhance the customer experience, work closely with Customer Care and Operations senior leaders to assess Center performance; identify gaps and key drivers; recommend training solutions and other related strategies for enhancing performance, manage the implementation of the Customer Care training curriculum and Leadership Development curriculum within respective Center(s), define business and performance objectives for Customer Care training initiatives, assess student performance during training, and thereafter, to provide relevant coaching and development, measure and evaluate the effectiveness of training in achieving desired outcomes, partner with the Senior Director Training Delivery on curriculum reviews, additional training requirements and trainer certification for the Customer Care organization, partner with peer training managers on shared queue responsibilities, Keep abreast of current learning and performance strategies, delivery methods, and techniques, determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives, manage Customer Care training delivery staff, manage external resources, as needed, to maximize cost effectiveness and quality, facilitate training from time to time, perform other duties as required. Bachelor?s degree in Human Resource Development, Business Administration or related field, or
equivalent experience, required. Call Center experience also required.