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LIAM (Integration/DS-Durant,OK-Phase 2)

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• Manage the roll-out of inbound call center training programs, utilizing train-the-trainer approach with each partner and their individual site managers and trainers
• Serve as subject matter expert and content owner of assigned training queues
• Evaluate trainer and trainee performance, making necessary changes to increase performance of the various sales center training organizations
• Cultivate trainers/team managers and develop facilitation skills along with other on the job and classroom skills
• Provide sales expertise
• Facilitate training organization leadership development
• Share resources and talent among the entire training organization
• Educate new and frontline managers in management techniques, using proven methods of coaching to success
• Establish strong relationships with all levels of sales center site leadership
• Coordinate training sessions and projects
• Ensure an environment ideal for learning with a diverse group
• Maintain an online training calendar to maximize the effective use of training resources and to ensure the Sales & Marketing Operations team has clear visibility into your training schedule
• Support the creation of Communication materials used by front-line agents
• Work closely with Quality Assurance to determine how both Training and Communication materials are impacting the business

Skills:

• A minimum of 3 years large-scale call center operations experience, focusing on training and leadership development
• Ability to effectively operate within diverse and cross-functional groups
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Outstanding organizational and time management skills and the proven ability to work successfully and independently in a dynamic environment
• Demonstrated success in managing large and small teams alike
• Demonstrated aptitude for analyzing complex issues and developing the appropriate solutions
• Excellent communication skills, including ability to tailor communication to audience, develop and present cogent and cohesive perspectives
• Proficiency in standard MS Office applications (Word, Excel and PowerPoint and Visio), and utilizing a SharePoint portal to communicate updates and store project documentation
•Some travel required

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