Customer Service Training Manager - Remote

Overview

The Customer Service Training Manager will be responsible for designing, developing, and delivering effective training programs to improve the skills and knowledge of our customer service team. This role will involve identifying training needs, creating engaging training materials, and evaluating the effectiveness of training programs.

In Short

• Identify training needs through regular assessments and feedback from customer service representatives and supervisors.
• Develop a comprehensive training plan to address identified needs.
• Design and develop engaging training materials, including presentations, handouts, and interactive exercises.
• Create and maintain a library of training resources.
• Utilize a variety of training methods, such as online courses, and coaching.
• Conduct training sessions in a dynamic and interactive manner.
• Provide ongoing support and coaching to employees.
• Keep up-to-date with new training methods and techniques, and incorporate them into training programs.
• Evaluate the effectiveness of training programs through assessments and performance metrics.
• Monitor customer service performance and identify areas for improvement.

Requirements

• Bachelor's degree in Human Resources, Training and Development, or a related field.
• 6+ years of experience in training and development, preferably in a customer service environment.
• Experience with systems such as RYZE Tools, Google Services, Asana.
• Proficient in Microsoft Office and Google Suite.
• Experience with learning management systems and other training tools.
• Proficiency in training delivery methods, including classroom and online training.

Benefits

• Excellent communication and presentation skills.
• Ability to build strong relationships with employees at all levels.
• Strong understanding of adult learning principles and instructional design.
• Ability to lead a team.