Customer Service Training Manager jobs in Texas

Description

Job Summary

The Customer Service Training Manager manages the assessment and identification of the departments’ training and development needs. The CS Training Manger will actively search, design, and implement effective methods for enhancing performance. Customer Service Training Manager supports a consistent culture in the business regarding training and development. The Customer Service Training Manager will be responsible for the creation, implementation, and improvement of all customer service training efforts. 

Summary of Essential Job Functions

• Analyze training needs to develop new training programs or modify existing programs.
• Develop and organize training documents.
• Plan, develop, and provide training using a variety of methods.
• Coordinate with management and other departments to identify training needs.
• Develop certification, recertification and evaluation procedures.
• Conduct orientation sessions and arrange on-the-job training for new hires.
• Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Maintain department training records.
• Develop, document, and promote department best practices.
• Analyze current practices and develop department process improvements. 
• Develop IT solutions for a more efficient workflow.

Requirements

Minimum Requirements

• 5 years of experience managing and or training operational customer service teams
• Must be a critical thinker.
• Good listening skills.
• Ability to work independently as well as in a team.
• Excellent interpersonal and communication skills
• Outstanding time management skills, problem-solving, organizational, and analytical skills
• Capability to build and foster internal relationships, including training and mentoring others.
• Ability to stay calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
• Able to adapt and succeed in a changing environment.
• Ability to travel, as needed.

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.
• Work effectively as a team contributor on all assignments.
• Support the efforts of management in meeting profit and growth goals as established in the strategic business plan.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Work safely, within the company guidelines, standard operating procedures (SOP) and Job Safety Analysis (JSA).

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and listen. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.