Training Manager in Jeffersonville at Startek

Date Posted: 9/12/2017

Job Snapshot

Job Description

Do Right [mantra| doing the right thing, for the right reason, even when no one is watching]. We all have hundreds of opportunities a day to do the right thing. Doing right means being honest, working with integrity and playing by the rules. We expect our team of Brand Warriors to do the right thing for themselves, for their teammates, for the company, and more importantly, for the clients and customers we serve!
Improve [verb| you're responsible for growing the team too]. At STARTEK, we’re always looking for great people to join our team. By continually trying to improve our teams, bringing in highly talented individuals who are genuine and passionate about delivering a superior customer service experience, and by holding each other accountable, WE, together, make STARTEK a great place to work!
Empathize [verb| showing the ability to understand and relate to the feelings, thoughts or attitudes of other people]. At STARTEK we strive to provide the very best experience, with every customer interaction, every time. We want our Brand Warriors to have a genuine, honest conversation, be it by chat, email, phone - within every interaction throughout each day.
Take Ownership [verb| owning our success, actions and opportunities to improve]. Each of us have creative ideas and play a BIG role on our teams! We go the extra mile to achieve our goals. When we’re wrong we say so. When we’re right we celebrate as a FAMILY. We challenge ourselves to be better than we were yesterday because our clients and their customers deserve OUR BEST at ALL times.
Bring It [verb| what we expect from an employee of STARTEK]. You are a Brand Warrior, dedicated to providing superior customer service. You are willing to show up to work each and every day with a positive attitude and a Warrior spirit; fighting for our clients’ brands and for STARTEK.
Perks [noun| the good stuff you get for working hard]. STARTEK has three medical plans to choose from along with life, dental and vision insurance. We have a 401K program with a company match; and offer a discounted employee stock purchasing plan for our Brand Warriors to participate in. We offer a variety of employee discounts, from cell phones, to movie tickets, to travel, to local discounts, and more!

Leadership [verb| growing yourself through developing others]. Coaching. Mentoring. Being the student as much as you are the teacher. Creating an environment of trust. Catching others doing something RIGHT. Managing call center metrics and team performance. These are all traits of a STARTEK Engagement Manager

Job Requirements

Position Summary: Responsible for supervising and directing the work of training personnel. Analyzes and determines the training needs of call center operations and/or management development and develops and administers training programs to meet those needs. Administers plans, procedures, and programs to meet training needs and problems. Constructs training manuals and aids. Supervises or conducts special courses designed for training selected groups of organization employees.

Responsible for managing the team of trainers and developing training programs to meet the needs of operations.
Supervises and directs the work of training personnel.
Develops implements and evaluates training modules, lesson plans and training outlines.
Researches issues and communicates findings to the client and senior management, alleviate problems, inconsistencies, and improve overall customer satisfaction levels.
Reports current trends and makes recommendations for improvement through coaching and/or training.
Ensures training procedures, standards, documentation and reporting are maintained, updated and in compliance with performance standards.
Prepares reports for management, clients or others as needed.
Confers with personnel to provide technical advice and to resolve problems.
Tracks training trends and makes necessary changes to current programs.
Develops new training courses associated with the introduction of new products and services with supervision.
Develops cross-functional partnerships that influence performance and drive results.
Facilitates Training.

Years of Experience: 1-2 years

Education and/or formal training:
Bachelor’s degree (BS/BA) from a four (4) year college or university or equivalent combination of education and related experience is required.


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