Remote Training Manager
at Tidal Basin Group

Summary

Join our team as a Training Manager to help manage training and training delivery for the Contact Center team. This temporary remote position requires a quiet, secure, and confidential workspace with minimal travel expected.

Requirements

• Understanding of training practices in an emergency management environment
• Demonstrated knowledge of adult education theories, techniques, and models
• Consistent minimum internet speed of 100 Mbps download and 40 Mbps upload
• Undergraduate degree or equivalent
• Minimum of 5 years of experience in a Contact Center Training or Quality Assurance role, or. equivalent experience with a minimum of 10 years of Contact Center experience, supervision, or management
• Experience in training and coaching Contact Center staff on best practices in communicating with callers
• Experience in liaising between Contact Center operations staff and clients to meet goals and objectives

Responsibilities

• Build and maintain all training content and (virtual) delivery systems
• Create and maintain a standardized approach to training and educating the Contact Center staff
• Lead and manage the training function across multiple shifts to support training initiatives
• Build onboarding and training curricula to reduce agent time to value (TTV)
• Work closely with our Head Training/Manager to gather project requirements and translate them into training content and curricula
• Reduce training time from a position’s hire to proficiency
• Meet with all new hires to discuss their career growth and training delivery
• Create agent and supervisor certification programs to ensure project readiness
• Regularly update training decks, guidelines, processes, etc
• Create and update training reports (attendance, QC, exam results, etc.)
• Develop and deliver leadership training courses to help support the growth of our supervisors
• Document development plans with supervisors and work closely with the Human Resources team in all matters related to hiring, firing, performance improvement plans, and career paths
• Observe daily operations, track employee progress, and identify areas for improvement, feedback, professional development, and recognition
• Communicate regularly with the Contact Center team about updates and quality issues
• Collaborate with internal and external subject-matter experts to develop and deliver hands-on training content for our team members
• Provide team building and stewardship opportunities to team members
• Develop programs to help team members achieve their career goals
• Assess the effectiveness of training initiatives and frequently implement improvements
• Provide input on Contact Center operations that will drive strategic decisions
• Assist with phone coverage and training development, as necessary
• Assist leadership with administrative tasks and team management initiatives
• Perform any and all other duties, as assigned

Benefits

Remote work