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Training and Development Manager in Las Cruces, NM at Volt

Date Posted: 12/7/2018

Job Snapshot

Job Description


Job Description

At Volt, we connect people with great jobs. We are an international provider of staffing services and outsourcing solutions, providing our client organizations with the talent they need to achieve their business goals.

We are looking for a Training and Development Manager to join our operations team based in Las Cruces, NM.

About the role:

The Training and Development Manager evaluates the effectiveness of the training program and manages change to target improvement for the team in Las Cruces, NM. The position provides continuous feedback on skill set and effectiveness and adjusts content of training and presentations as needed. The Training and Development Manager teaches customer services processes, procedures, and soft skills training and works with the management team to identify areas of opportunities to increase performance.

Key responsibilities include:

  • Lead, develop and motive a high performance team of trainers to deliver excellent technical support and customer service in an accurate and timely manner
  • Lead and serve as primary contact for training program
  • Coach, mentor and train trainers
  • Conduct regular and effective team meetings
  • Conduct employee one on one's and monthly focal performance reviews
  • Apply a balance management approach with equal emphasis on business and people management results.
  • Drive quality and training metrics to meet committed key performance metrics
  • Analyze customer satisfaction surveys results, develop and implement appropriate action plans to improve agent customer service skill sets
  • Determine team readiness requirements and training plans
  • Communicate with all customer segments, support professionals and business partners
  • Foster collaboration and knowledge sharing between all groups
  • Provide frequent and regular mentoring sessions with team members
  • Manage to reporting statistics and training data
  • Drive quality and training metrics to meet committed key performance metrics
  • Identify and assist in documenting best practices, areas doing well, areas for improvement, etc.
  • Analyze data trends and develop appropriate action plans to manage challenges or to take advantage of potential opportunities
  • Participate in meetings with the client, speaking to performance and action plans
  • Maintain a highly professional and positive attitude and a pleasant manner
  • Effectively deal with customer complaints and concerns
  • Other duties and projects as assigned by management
  • Employee understands and agrees to maintain all information security protocols for the role

About you:

  • Successful completion of Technical/Customer Service Skills training and knowledge measure
  • Successful completion of trainer accreditation
  • Flexible to work various schedules, weekends and holidays
  • High level of self-motivation with a strong desire to solve problems and multi-task with priority
  • Language fluency both written and verbal communication to specific program
  • Experience managing teams in a technical support environment for wireless devices preferable
  • Proficient in employee development to assist employees in meeting performance targets through coaching and mentoring
  • Minimum 1 year customer call center experience in a lead and/or mentoring position
  • Minimum of 3 months experience in Tier 1 or Tier 2 technical support position
  • Possess strong leadership skills
  • Aptitude to learn quickly and effectively
  • Ability to drive team to success
  • Strong ability to analyze data trends and develop appropriate action plans to manage challenges or to take advantage of potential opportunities
  • Good knowledge of computer technology, personal computers and wireless devices
  • Understand the processes to document symptoms and troubleshooting steps clearly
  • Ability to effectively deal with not only technical issues, but also customer complaints and concerns

If you enjoy providing outstanding service and are flexible, eager, and willing to take on a challenge, then this is the position for you!

Volt is an equal opportunity employer.

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