Manager, Customer Care Training Delivery

Full Time Vancouver, Washington Posted 10/13/2021 Areas of interest: Call Center, Customer Operations, L&D/Training Requisition Number: 293987BR HTR510

Responsible for managing the implementation and delivery of training and performance improvements in the Customer Care Center(s). Work with Center leaders and operations staff to assess and execute strategies for enhancing performance. Measure and evaluate the effectiveness of training programs, including the Advisor New Hire curriculum. Manage Customer Care Center(s) training delivery team and vendors to implement consistent and effective Charter curriculum.


  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Work closely with Customer Care and Operations senior leaders to assess Center performance; identify gaps and key drivers; recommend training solutions and other related strategies for enhancing performance
  • Manage the implementation of the Customer Care training curriculum and Leadership Development curriculum within respective Center(s)
  • Define business and performance objectives for Customer Care training initiatives
  • Assess student performance during training, and thereafter, to provide relevant coaching and development
  • Measure and evaluate the effectiveness of training in achieving desired outcomes
  • Partner with the Senior Director Training Delivery on curriculum reviews, additional training requirements and trainer certification for the Customer Care organization
  • Partner with peer training managers on shared queue responsibilities
  • Keep abreast of current learning and performance strategies, delivery methods, and techniques
  • Determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives
  • Manage Customer Care training delivery staff
  • Manage external resources, as needed, to maximize cost effectiveness and quality
  • Facilitate training from time to time
  • Perform other duties as required
HTR510 293987 293987BR

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