Manager CC Training

Lowe's Companies, Inc.•Mooresville, NC

6d•$86,000 - $143,600•Remote

About The Position

The primary purpose of this role is to lead a team of Contact Center Training Supervisors responsible for facilitating training to develop associates and front-line leaders on the knowledge, skills, and abilities needed in Lowe's Contact Centers to drive our organizational Mission and Strategy. This is accomplished by scheduling, managing, and ensuring delivery of consistent and effective content-based training through various methods including virtual classroom-based technologies and leader-led events. The Contact Center Training Manager partners with the Learning & Development team as a subject matter expert to create and update training courses focused on the needs of the recipient in the areas of operations, product knowledge, and selling. The Contact Center Training Manager has leadership responsibility for all aspects of new hire associate performance during their onboarding period to include individualized support, coaching and development through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action and termination. This role is responsible for ensuring associates receive effective training experiences and are prepared to engage directly with Lowe's customers, colleagues across the enterprise and external business partners in alignment with established standards and practices. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe's.

Requirements

High School Diploma or equivalent required
4 years of relevant Functional/technical, leadership and business experience in assigned focus area
4 years of proven ability to build and maintain working relationships with management, business leads and peers on a wide range of matters
3 years of experience supervising, mentoring, providing guidance to others
2 years of experience accomplishing goals through subordinate leaders
2 years experience working in a customer facing role
Ability to think quickly and comfortable in a dynamic, fast-moving Contact Center environment
Excellent oral, written, presentation, active listening, motivation, and interpersonal communication skills
Strong organizational and time management skill with ability to multi-task
Basic knowledge of Microsoft Office (PowerPoint, Word, and Excel)

Nice To Haves

Bachelor’s Degree in Business, Management, Learning & Development, Education, or related field
Understanding of instructional design and adult learning principles
Experiences delivering virtual instructor-led and/or live leadership and functional training
Intermediate knowledge of Microsoft Office (PowerPoint, Word, and Excel)

Responsibilities

Lead team of Contact Center Training Supervisors to ensure the delivery of virtual instructor-led and/or live leadership and functional training is completed in an engaging manner following adult learning theory and contemporary facilitation practices.
Ensure consistency and quality of training by completing regular audits through observation and providing feedback to Contact Center Training Supervisors.
Solicit and implement feedback from learners and business subject matter experts (SMEs) as appropriate to continuously improve training delivery effectiveness.
Manage aspects of training delivery including new hire onboarding and recurrent learning activities within Contact Center Operations.
Manage associates during their initial onboarding period by ensuring they receive the training and development needed to meet customer needs through individualized support, coaching and mentoring.
Provide feedback to Learning & Development as well as internal functions within the contact center on training effectiveness to ensure content supports business goals and needs; maintain participant records to ensure course credit is given; review performance reporting and provide feedback.