Manage, Customer Care Training

SUMMARY

 

Work with Center leaders and operations staff to assess and execute strategies for enhancing performance. Measure and evaluate the effectiveness of training programs, including the Advisor New Hire curriculum. Manage Customer Care Center(s) training delivery team and vendors to implement consistent and effective Charter curriculum.

 

 

 

MAJOR DUTIES AND RESPONSIBILITIES

 

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

 

 

 

REQUIRED QUALIFICATIONS

 

Skills/Abilities and Knowledge

 

Building trust

 

Communicating effectively

 

Influencing stakeholders (ex: Senior management, external consulting partners, and human resources community)

 

Leveraging diversity

 

Networking and partnering

 

Analyzing needs and proposing solutions

 

Applying business skills

 

Driving results

 

Planning and implementing assignments

 

Thinking Strategically

 

Demonstrating adaptability

 

Modeling personal development

 

Knowledge of adult learning principles and facilitation techniques

 

Ability to use computer and software applications (i.e., MS Office)

 

EDUCATION

 

Bachelor's degree in Human Resource Development, Business Administration or related field, or equivalent experience, required. Call Center experience also required.

 

 

 

RELATED WORK EXPERIENCE

 

Customer service training and customer service operations experience - 5 years preferred

 

Management experience - 3 years preferred

 

Project Management experience - 2 years preferred

 

 

 

WORKING CONDITIONS

 

Fast paced office environment

 

Approximately 10-20% travel, as required

 

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.