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For your reference, we have included the original job posting below.
Manager, Call Center Training
Job Number:
33127836
Company Name:
Affinion Group
Job Location:
Westerville, OH US
Job Category:
Management & Business
Manager, Call Center Training
Manager, Call Center Training
Job Type: Full-Time Location: Westerville, OH
Job Description:
The Training Manager is responsible for overseeing the new-hire and recurrent training efforts within the Westerville Contact Center. Recurrent training includes associate and exempt level workshops. This individual is also responsible for developing a team of trainers, driving new-hire performance in the contact center and Help System functionality/updates.
RESPONSIBILITIES: . Develop team of trainers (e.g. ongoing coaching, auditing classes, certifications, increasing responsibility and assisting with recurrent programs). . Assume responsibility for the Exempt Level Workshops in Westerville focusing on position training, leadership, coaching, CSV and Sales Skills. . Effective and proactive communication with all business units regarding the status and progress of the Training Department. . Act as a liaison between the Norwalk product group and the Westerville site to ensure all product information is distributed to each group appropriately. . Establish associate performance improvement plans to identify opportunities to drive performance at the agent and center levels. . Participate in the development of new training programs to improve the quality of the training and supervisory staff. . Work with curriculum team to maintain and update all training curriculum and scripting for Westerville products . Partner with Director of Training on managing the LMS and E-Learning Programs . Manage Help System functionality and updates
REQUIREMENTS: . Bachelor's degree or equivalent education/experience required . Four or more years in a contact center environment with a focus on training, operations and performance management required . Previous management experience (3 years minimum) with a demonstrated high performance for training and staff development required . Previous sales experience or sales training experience necessary . Knowledge of Microsoft Office required
