Contact Center Training Manager in St. Petersburg, FL
Are you skilled at developing training programs that enhance team performance? Hiregy is helping our client find a Contact Center Training Manager in St. Petersburg, FL. This role is crucial for anyone passionate about coaching and elevating customer service teams to new heights of excellence.
Location: St. Petersburg, FL
Starting at $60,000 yearly
Apply Now: https://hubs.la/Q02LvsPT0
Type: Direct Hire
Summary:
Head of training operations scaling from 100 to 500 in house and remote agents.
Job description:
• Strategic Leadership:
• Spearhead development and delivery of innovative new and refresher training programs.
• Enhance operational efficiency and productivity through targeted training initiatives.
• Partner with IT, quality assurance, human resources, and operational leaders to elevate team effectiveness.
Performance Management:
• Understand and communicate core KPIs to your teams.
• Manage budgets and forecast resources to meet daily goals.
• Handle escalations and integrate learnings into the training landscape.
Culture Champion:
• Maintain and promote a culture of excellence, team spirit, and collaboration.
• Change Management:
• Embrace and lead change, using feedback as a tool for growth.
• Act as a key voice in product development and management teams for successful rollouts.
Define success:
Week 1 – Call center knowledge, collaborating with managers.
30 Days – Assessing materials for improvements.
90 Days – Presenting training materials to managers, BPO, systems in place to educate on new products.
Nice to have:
• Previous experience with direct reports.
Requirements:
• Must have (3) years of recent call center training experience.
• Experience leading both onsite and virtually.
• Strong analytical skills with proven track record of improving data driven content.
• High school diploma required.
• Background check required.
To apply: https://hubs.la/Q02LvsPT0
