Description
POSITION SUMMARY
The Assistant Manager of Contact Center Operations' primary function is the responsibility for ensuring that new employees receive onboarding training to prepare them for their role in both Collections and Conversion Support Contact Center (CSCC).
The role is also responsible for meeting training needs of colleagues within the Collections and CSCC teams using blended learning, including classroom learning, virtual learning delivery modules, materials, tutorials, instructions, and learning resources such as online modules and guides. With the support and guidance from the Department(s) Manager, the position is responsible for the internal development, coordination, implementation, and evaluation of training activities across the departments. The Assistant Manager collaborates with associates at all levels and multiple disciplines across the departments.
ESSENTIAL JOB FUNCTIONS
1. Responsible for assisting department managers with day to day tasks related to team supervision including but not limited to: coaching, mentoring, developing, hiring, firing, disciplining, motivating, performance reviews, training, goal setting, payroll processing, staff budgeting, and other HR administrative tasks.
2. Conducts employee training, on-the-job training, and colleague onboarding.
3. Adapt onboarding programs for new employees as needed
4. Plan, organize, and instruct client specific system training sessions in coordination with client project, i.e. database conversion training versus credit card conversion training.
5. Coordinate logistics of training to include training room, attendance tracking, passwords, materials and supplies.
6. Create and maintain training materials and curriculums.
7. Test and review created materials.
8. Develops and implement learning curriculum that is consistent with current trends and best practices.
9. Update current course content as needed.
10. Collaborates with training team to assess, design, develop, and maintain training solutions and components.
11. Maintain a knowledgebase of written documentation.
12. Organizes & conducts training sessions as needed.
13. Maintains records for training programs, including evaluations, and employee participation requirements.
14. Gathers, analyzes and discusses colleague training needs with manager.
15. Provides documentation of training provided.
16. Update schedules to assess training needs.
17. Review employee performance and learning from training presentations to manager.
18. Create training programs to address skill gaps in employees.
19. Provides feedback and coaching as part of the learning experience.
20. Act as subject matter expert for our products and best practices of use for clients.
21. Communicate effectively and proactively with subject matter experts, business partners, and design teams to stay current on changes to subject matter.
JOB QUALIFICATIONS
1. Intermediate skill level in MS Word, MS Excel, and MS PowerPoint
2. Competent PC skills
3. Aptitude and desire to learn new tools and techniques quickly
4. Good interpersonal skills and communication including verbal and written communication
5. Organized and able to multitask, prioritize, and manage time efficiently and to create multiple timelines and schedules
6. Professional and takes direction well
7. Solid problem solving and critical thinking skills
8. Is an active listener
9. Encouraging to team and staff; able to mentor and lead
10. Able to analyze problems and strategize for better solutions
11. Ability to document quality and training results
12. Ability to develop, plan, and implement training programs
13. Ability to function independently as well as part of a team
14. Flexibility to adapt to a variety of situations and engages in collaborative goal setting
15. Effective presentation and facilitation skills
16. Ability to gather data, compile information, and prepares reports.
17. Positive attitude
18. Able to give and receive feedback effectively
19. Willingness to work in different areas as required by training needs
20. Excellent attendance
21. Preferred: Experience in Customer Service or Call Center
CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.
CU*Answers maintains a strong policy of equal employment opportunities for all employees and applicants for employment. We strive to be consistent in hiring, training, promoting, and compensating employees on the basis of personal competence and potential for advancement without regard for race, color, religion, sex, national origin, age, sexual orientation, transgendered status, marital status, pregnancy, disability, citizenship, genetic information, veteran or military status, height, weight, as well as other classifications protected by applicable federal, state and local laws. Our equal employment opportunity philosophy applies to all aspects of employment with CU*Answers, including recruiting, hiring, training, assignment, transfer, promotion, job benefits, pay, demotion, dismissal, and educational assistance.
