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.

MAJOR DUTIES AND RESPONSIBILITIES

  • 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

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.

Related jobs

View All of Our Available Opportunities

Sign up for job alerts

Sign up to receive the latest career opportunities directly to your inbox.

Areas of interestEnter a location and a category, and click "Add" to create your Job Alert.

  • Call Center, Vancouver, Washington, United StatesRemove
  • Customer Operations, Vancouver, Washington, United StatesRemove
  • L&D/Training, Vancouver, Washington, United StatesRemove

Spectrum employeeAre you currently a Spectrum employee?