Jan 23, 2020
Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services. Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy. Manager, Training & Quality Assurance Position Purpose The Training/QA Manager primary role is that of coach and teacher to ensure that the trainers meet or exceed the standards set forth by C3 and the client. FLSA Exempt Job Responsibilities Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as C3 policies and procedures Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance Partner with clients in curriculum design and modification Develop associated supporting materials Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives Prepare lesson plans and course agenda for each training class Conduct proficiency evaluations and certify trainees for the programs to which they are assigned In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance Conduct ongoing refresher and cross-training modules in critical areas as identified Work with supervisors and management to ensure that all associates are meeting standards Attend and contribute to both internal and client monitoring sessions Carry out reward and recognition programs as outlined by C3 and the client Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) Track trends and make recommendations for refresher and/or up- training to the trainer(s) Any other duties and responsibilities assigned by management of the company Qualifications A minimum 3-5 years instructing in an adult learning environment preferably in the call center, customer service or related industry Undergraduate degree in Human Capital Development, Instructional Design, English or a related discipline Excellent oral and written communication skills at all levels of the organization Demonstrated presentation and facilitation skills Proficiency in Microsoft Office applications including PowerPoint, Excel and Word Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills Ability to speak in front of medium to large sized groups of people Schedule Flexibility Team Player Dependability regarding completion of assignments and attendance If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Become a FAN today, and be on your way to a rewarding career!
C3/CustomerContactChannels Las Vegas, NV, USA Full-time