Manager-Call Center Training NonTech

AT&T•Chicago, IL

1d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. The purpose of this Bilingual supervisory role is to oversee, design, and implement comprehensive training programs that enhance the skills and performance of call center staff, manage training teams, and ensure exceptional customer service and operational efficiency through continuous evaluation and updates. As a Manager-Call Center Training NonTech your tasks may include, but are not limited to, the following: Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively. This role focuses on immediate team management, task delegation, and the resolution of day-to-day issues. Leads occupational staff within the organization. Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates. Key Responsibilities: • Identify Program Needs: Assess and identify training needs; obtain technical data and schedule programs. • Track and Analyze Training: Evaluate training effectiveness using metrics; track participant performance and make data-driven improvements. • Manage Training Teams: Supervise and mentor experienced professionals; ensure effective and independent program delivery. • Implement Policies and Strategies: Ensure compliance with policies; implement short-term strategies and solve moderately complex problems. • Collaborate and Influence: Work with other departments; influence policies, practices, and procedures outside own job area.

Requirements

3+ years of related experience.
100% Bilingual preferred (Spanish/English)
Team player & Team builder
Patience, a great balance of human and business!

Responsibilities

Oversees the daily operations of their team, ensuring that tasks are completed efficiently and effectively.
Leads occupational staff within the organization.
Responsible for influencing decisions regarding the hiring, firing, disciplinary action and promotional activity for subordinates.
Identify Program Needs: Assess and identify training needs; obtain technical data and schedule programs.
Track and Analyze Training: Evaluate training effectiveness using metrics; track participant performance and make data-driven improvements.
Manage Training Teams: Supervise and mentor experienced professionals; ensure effective and independent program delivery.
Implement Policies and Strategies: Ensure compliance with policies; implement short-term strategies and solve moderately complex problems.
Collaborate and Influence: Work with other departments; influence policies, practices, and procedures outside own job area.
Manage training teams to meet all sales, service and productivity measurements.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone