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Sr Training Manager, Contact Centers

06/25/2018Call Center
Job Location:
Janesville, WI
Metro Area:
WI - Madison
Company Name: Grainger
Website:  Click to Visit
Grainger

Primary Function:

Must be based out of Lake Forest, IL or in a CC location of either Tempe, AZ; Waterloo, IA or Janesville, WI. Will travel to sites in US and Canada.

The Senior Manager is responsible for all aspects of training and development of the Contact Center (CC) organization. This includes support and delivery of training programs for new hires and CC team members as they evolve throughout their careers spanning both Grainger U.S. and Ackland's in Canada.

 

Principal Duties and Responsibilities:

Must be based out of Lake Forest, IL or in a CC location of either Tempe, AZ; Waterloo, IA or Janesville, WI. Will travel to sites in US and Canada.

Manage, coach, and develop team of professional training resources.

Oversee the development, implementation and management of the new hire and continuing training curriculum for all team members and leaders of the CC.

Assess, develop, and introduce training for new company and organizational initiatives

Monitor and analyze ongoing operational trends in order to improve training, quality and effectiveness of the overall customer experience

Manage the use of multiple approaches in the delivery of content to team members (ex: traditional classroom, virtual classroom, technology-based learning, blended learning, reinforcement sessions, coach-the-coach, etc.).

Review and understand metrics that measure the effectiveness and derived business results of learning solutions to determine need for changes, additions, and /or deletions of programs.

Create synergy between hiring, training, operations, and support teams

Identify and monitor learning needs through analysis, partnering discussions, and cross-functional work with other critical resources.

Identify stakeholder objectives; set expectations, timelines, and deliverables.

Education:

Bachelor's Degree required: preferred degree in business, education, adult education, social sciences, organizational development or related fields

Master's Degree Preferred

Management:

At least 3 years of management experience in a manager position with direct reports / indirect reports

Demonstrated success in coaching and providing feedback to drive performance improvement

Adult Learning:

10+ years of training experience

In-depth knowledge and proven success in adult learning, employee development, consultation skills, and delivery technologies.

Excellent communication and interpersonal skills; be able to interact and collaborate with, as well as influence, all levels of the organization

Demonstrated success in group facilitation

General Experience:

Experience with CC dynamics and knowledge of basic workforce management principles and process

Strong knowledge of business operations

Proven ability to think systemically: distilling trends and actions from data

Demonstrated ability to build, utilize and influence strong network of cross-functional business partners to ensure alignment and incite action

Work Environment:

Must be based out of Lake Forest, IL or in a CC location of either Tempe, AZ; Waterloo, IA or Janesville, WI. Will travel to sites in US and Canada.

Travel requirements: In and out of town and Canada travel of 50-70%.

Training team and CC team members are spread across multiple locations

 

Impact:

Drives the successful delivery of:

Small to large scale multi-site training programs

Consistently high quality customer experience

 
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