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Training Manager - Customer Care (REMOTE)

Company: SimpleTire
Location: Minneapolis
Posted on: January 16, 2022

Job Description:

Reports To: Dir, Customer Care

SimpleTire Customer Care is looking for a dynamic, proven facilitator and content developer. The Training Manager will effectively prepare our learners for success as they deliver Best In Class service to each customer. We want our training to reflect and reinforce SimpleTire's culture, core values and branding. Our Trainer will be an adaptive thinker who is driven by results and is team oriented. They will be a collaborative problem solver who can adapt and thrive in a fast paced, rapidly changing and fluid work environment. Communication is critical - so this person must be able to communicate effectively across all levels of the organization. Most importantly, our Trainer will be very passionate about our customers! Being customer centric and driven to coach others about delivering high quality customer experiences will be the key to success.

As a Training Manager, your essential job functions will include the following:

  • Collaborates with subject matter experts in Customer Care to create interactive new hire training, product, and refresher training materials and content
  • Ability to convert abstract ideas into concrete learning solutions and proven ability to effectively communicate branding, policies/procedures, soft skills and system functionality
  • Facilitates training through appropriate channels (i.e. classroom, teleconference) while incorporating instructional design principles, adult learning techniques, and methodologies
  • Liaison with Customer Care management to identify trends and individual areas of development to maintain an ongoing training needs analysis ensuring overall quality of training
  • Identify training requirements within all areas of customer support
  • Provide ongoing coaching and feedback to Supervisors, Leads and customer facing staff
  • Lead quality assurance calibrations sessions with Supervisors, Leads and outsourcers to ensure consistency of service delivery
  • Maintain and effectively communication quarterly/annual training plan
  • Conduct quality assurance monitoring of existing staff to ensure quality expectations are being met and ensure areas of improvement are identified and coached accordingly
  • Develop quality assurance scorecards to measure level of quality customer engagements
  • Partner with outsourcers for new content delivery and maintaining train the trainer process/product knowledge
  • Create/Maintain standard operating procedures (SOPs) and knowledge base for agent utilization
  • Serves as an advocate for learning and change management in new project planning meetings and effectively communicate project plans
  • Services as subject matter expert for contact center policies/procedures
  • Supports CRM system implementation(s) through the user acceptance testing (UAT) process and creates supporting materials for train the trainer
  • Collaborates closely with our internal marketing and manufacturer relations teams to ensure product and company branding is consistent.

    Leadership, Mentoring and Coaching
    • Lead, plan, organize, delegate, track and report on project and tech deliverables. This includes internal and vendor facing relationships.
    • Facilitate problem solving and collaboration.
    • As a member of the Customer Care team, provide industry best practices and managerial advice, make decisions and provide recommendations for continuous improvements

      Position Requirements
      • Bachelor's degree required in business field or equivalent work experience
      • 5-7 years of prior training experience at a management level
      • 5 years of relevant Contact Center experience
      • Experience in developing training plans and content development
      • Ability to function independently
      • Ability to effectively communicate across operational levels within the organization
      • Advanced facilitation skills
      • Strong project management and planning skills
      • Effective organizational and time management skills
      • Advanced Microsoft Powerpoint or Google Slides experience
      • Strong communicator and team player with a focus towards internal customer service
      • Automotive Industry experience is a plus

        Competencies Required
        • Results Orientation
        • Agility
        • Initiative
        • Influence
        • Customer Focus

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Keywords: SimpleTire, Minneapolis , Training Manager - Customer Care (REMOTE), Executive , Minneapolis, Minnesota

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