Job Details
Position Overview
The Training Manager at SimpleTire Customer Care plays a crucial role in developing and delivering effective training programs for the Customer Care team. This position involves creating innovative training materials, leading training sessions, and collaborating with various departments to enhance overall training effectiveness and align with company goals.
Key Responsibilities:
Training Material Development:
- Develop and update interactive training materials for new hires, product training, and refresher courses.
- Transform abstract concepts into practical learning solutions.
- Ensure communication of company policies, procedures, and customer service standards in training materials.
Training Facilitation:- Lead and conduct training sessions using diverse methods like in-person classroom settings and virtual meetings.
- Adapt training methods to meet the needs of a dynamic work environment.
- Collaborate with outsourced partners for effective content delivery and training processes, and to ensure training is consistent across all teams.
Training Needs Analysis:- Identify training needs in collaboration with management.
- Conduct ongoing analysis to maintain and enhance training quality.
Establish and Maintain Agent Knowledge-base- Maintain accurate documentation of function-wide SOPs
- Establish and maintain a robust knowledge repository, and become an expert in the tool(s) for which this information is contained & accessed by agents
Coaching and Feedback:- Provide coaching and feedback to customer-facing staff.
- Lead quality assurance calibration sessions with Supervisors and Leads.
Quality Assurance:- Oversee the monitoring of staff performance to ensure adherence to quality standards.
- Develop and implement overall performance scorecards, including but not limited to quality monitoring scores.
Change Management and Advocacy:- Drive learning and change management initiatives.
- Serve as a subject matter expert for contact center policies and procedures.
People Manager:- Oversee the performance and professional growth of one direct report, including goal setting and feedback.
- Manage your direct report's workload and project delivery, ensuring quality and timely completion.
Qualifications:- Bachelor's degree in a business field or equivalent work experience.
- At least 3-5 years of experience in a training leadership role, preferably in a contact center environment.
- Proven experience in training plan development and content creation.
- Strong leadership, collaborative, and communication skills.
- Effective organizational and time management skills.
- Proficiency in Microsoft PowerPoint or Google Slides.
- Team-oriented with a focus on excellent internal customer service.
Competencies Required:- Leadership and Strategic Thinking
- Adaptability and Flexibility
- Proactive Problem-Solving
- Effective Communication
- Strong Focus on Customer Service
Working Conditions and Physical EffortAbility to sit for long periods.
Talking through the computer for many meetings and one-to-one conversations
Continuous viewing of a computer monitor and data entry.
Travel as necessary (<10%).
EOE Statement: SimpleTire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.
*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact SimpleTire's Human Resources Department to discuss your specific needs. Please feel free to contact us at ...@dealertire.com or via phone at 833-###-####.