Process Manager - Customer Care

Job Summary

Back Office Process Trainer  - 

This position is responsible for the training of production staff in support of residential and small business operations.  The position is responsible for managing and maintaining processes associated with training, quality monitoring and measuring across the operations. The position will assist in identifying, recommending and implementing training programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

Key Responsibilities

Essential Duties and Responsibilities

• Ability to speak in front of groups and present effective and high quality training material
• Review, assess, and identify training needs to provide staff with necessary skills and knowledge
• Assist in developing and implementing training & quality standards and processes to assess people performance
• Ability to maintain and keep training materials current and relevant
• Collaborate with key stakeholders on training processes and scoring techniques
• Receive and implement feedback from groups, training manager, and functional leads for training improvements
• Conduct virtual training classes for new hires and continuous learning
• Conduct training with a larger audience; new hires and continuous learning
• Be self-sufficient, self-motivated, and able to receive constructive feedback
• Define and maintain standards to ensure the integrity of the Training process
• Assist in the design and implementation of training programs to motivate and recognize employees
• Use business tools and advanced industry knowledge to identify training opportunities
• Identify and recommend operational and technological tools to improve efficiency
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
• Work with the functional leads and training team to target areas for improvement from QA results
• Support Operations as a LOB SME including; executing complex transactions in production, providing floor support, performing business validations on new functionality

Skill Requirements

Essential Duties and Responsibilities

• Ability to speak in front of groups and present effective and high quality training material
• Review, assess, and identify training needs to provide staff with necessary skills and knowledge
• Assist in developing and implementing training & quality standards and processes to assess people performance
• Ability to maintain and keep training materials current and relevant
• Collaborate with key stakeholders on training processes and scoring techniques
• Receive and implement feedback from groups, training manager, and functional leads for training improvements
• Conduct virtual training classes for new hires and continuous learning
• Conduct training with a larger audience; new hires and continuous learning
• Be self-sufficient, self-motivated, and able to receive constructive feedback
• Define and maintain standards to ensure the integrity of the Training process
• Assist in the design and implementation of training programs to motivate and recognize employees
• Use business tools and advanced industry knowledge to identify training opportunities
• Identify and recommend operational and technological tools to improve efficiency
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
• Work with the functional leads and training team to target areas for improvement from QA results
• Support Operations as a LOB SME including; executing complex transactions in production, providing floor support, performing business validations on new functionality

Other Requirements

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

• Work US client work hours
• Work from the office
• Use of a PC, computer terminal and/or telephone over 4 hours a day
• Operating in a fast-paced professional office environment