Call Center Training Manager

TSYS

(Austin, Texas)
Full Time Travel Required
Job Posting Details
About TSYS
TSYS Prepaid is is a leading provider of corporate payroll card solutions that help employers offer a direct-deposit option to their employees. At TSYS, they do more than support payments they support people. In fact, they believe that payments should revolve around people, not the other way around a principle they call People-Centered Payments®.
Summary
The Call Center Training Manager is responsible for delivering instructor-led training classes to new and existing Customer Service Representatives, assisting in curriculum development, and assisting with successful integration of new program and product policies and procedures into the call center environment. Training will be done in both on-site and outsourced call centers. This individual will also be responsible for developing and maintaining a real-time knowledge base.
Responsibilities
- Deliver both classroom and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement. - Facilitate programs and implement on-going initiatives that improve the transfer of customer service skills from the classroom to the job. - Assess production, staff performance, and development and assist in the administration and tracking of skill assessment and measurements. - Partner with company resources on improvement projects across all sites. - Train instructors in effective techniques/methodology of providing training and facilitate training offerings (may spend 30-40 hours a week facilitating stand-up training, to include “Train the Trainer” sessions for internal and remote call centers). - Develop and improve training program, curriculum and context for existing and new products and programs in addition to updating and maintaining the training manual, materials, and knowledge base. - Collaborate across the organization to ensure call center environment is prepared to support new programs and products from both a logistics and training standpoint. - Work with vendor relationships in order to research, analyze, review and create recommendations for training and development materials. - Conduct quarterly assessment of outsourced call center training delivery and programs. - Work effectively in a team environment by supporting change and adding value to shape the customer service organization.
Ideal Candidate
- Minimum of five years of experience in a call center environment. - Two to three years of classroom training and/or OTJ training experience. - Manage a team of trainers - Experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint) required, HTML knowledge preferred. - Ability to travel up to 25% to outsourced contact centers (domestic & international). - Position requires strong planning, facilitation and public speaking skills. - Must be self-directed, organized and project a professional image. - Strong ability to handle multiple priorities and projects concurrently. - Possess a high level of demonstrated accountability with prior positions. - Ability to adhere to a strict attendance and punctuation policy. - Excellent verbal and written communication and analytical skill with a strong attention to detail. - As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws.
Compensation and Working Conditions

Working Conditions

Ability to travel up to 25%

Questions

Answered by on
This question has not been answered
Answered by on

There are no answered questions, sign up or login to ask a question

Want to see jobs that are matched to you?

DreamHire recommends you jobs that fit your
skills, experiences, career goals, and more.