Job Description:
SUMMARY: The Call Center Training Manager is responsible for developing the strategy, planning and execution of all training programs within the Call Center organization. This role is responsible for assessing the training needs of the call center organization, developing programs and content then administering programs to meet those needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other reasonably related duties may be assigned.

• Develops strategy for training throughout the organization including training assessments, development of content and execution of the training programs.
• Develops and administers an audit process to determine the success and retention rates of the material being trained and responds appropriately to continuous improvement opportunities.
• Maintains a portfolio of training options for content sharing including, but not limited to, traditional stand up training, self-paced computer based training, and coaching programs.
• In cooperation with the call center managers, ensures a positive “on boarding” experience for all newly hired employees.
• Identifies needs for ongoing “refresher” training as needed to ensure maximum skill attainment.
• Proactively develops training programs that condition employees to retain information and periodically reinforce the material.
• Maintains external view to new training techniques and approaches in order to insure innovative, engaging training techniques are employed.
• Supports new product or service launches by participating on project teams and insuring training programs are prepared to support launches of new initiatives.
• Schedules all training programs in conjunction with the Call Center Operations Manger.
• Manages and develops the call center training staff.
• Ensures all training documentation is current, and easily accessible.
• Delivers trainings as appropriate
• Monitors the quality of performance of recent trainees.
• Develops a skill based certification process that aligns with organization strategies and objectives.
• Works across the greater LoJack Corporation to ensure all training provided meets the greater organizational strategies and directions
• Works on special projects as assigned.

Other:
• Up to 25% travel required domestic and international (primarily Canada)

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:
• Bachelor’s Degree required with a Master’s Degree preferred
• Previous Customer Service management experience preferred
• 10 plus years experience as a trainer with demonstrated proficiency in creating training materials and delivering trainings to employees
• Experience managing trainers required
• Experience in a call center environment
• Creative thinker with the ability to develop engaging and interactive training materials
• Ability to adapt to changing priorities, meet deadlines and work well under pressure
• Excellent verbal and written communication skills
• Superior stand up presentation skills
• Personable, enthusiastic, assertive, dependable and self motivated.
• Ability to work with minimal supervision.
• Excellent time management and organizational skills.


Job Requirements:
COMPUTER SKILLS: Microsoft Office Suite. Microsoft CRM, Computer Based Training programs, Call Center telephony applications preferred

SUPERVISORY RESPONSIBILITIES: Yes
Benefits:

In addition to challenging career opportunities, LoJack offers highly competitive compensation and benefit packages including medical (BCBS & Delta Dental), 401(k), 100% company funded employee life insurance, short and long term disability, flexible spending account, 529 plan, discounted home and auto insurance, discounts on LoJack products, employee referral incentives, company paid holidays and vacations.

We are committed to creating a work environment that results in success. We have created a culture that fosters professional development and personal growth, a balanced life, and satisfaction through accomplishing measurable goals while securing superior customer satisfaction.