Manager, Training & Employee Development - In Office (Draper, UT)

This position is in office at our Draper, UT location. You must be able to be in office 5 days a week for the first 6 weeks for training and then there will be a hybrid schedule with a requirment of going into the office a minimum of 2 days a week. 

YOU WILL:

• Design and develop training materials and curriculum in the contact center.
• Design, develop and deliver comprehensive new employee training.
• Create engaging learning activities and compelling course content to address on-going training needs in the contact center.
• Apply tested instructional design theories, practices and methods (using both e-learning programs and traditional classroom instruction).
• Decide on the criteria used to judge learner’s performance, and develop assessment instruments.
• Develop supplemental materials and resources to aid in the reinforcement of learning in the contact center.
• Assemble and maintain a library of all curriculum and content.
• Design and maintain a knowledge base, including all policies, procedures, product information, process maps, system and application training, and general reference materials.
• Define metrics and measures to evaluate the impact and effectiveness of learning programs against pre-defined goals.
• Collaborate with leaders across the organization to ensure that appropriate training materials and curriculum are in place and delivered prior to new marketing initiatives, product launches or business expansions.
• Help shape policies/procedures, and the direction of the operation generally.
• Write, edit and update macros, scripts and canned responses.
• Develop and maintain quality assurance forms.
• Audit, evaluate, and track the performance of front-line representatives through review and scoring of calls, chats, emails and other customer-facing activities (in partnership with team leaders).
• Lead QA calibration sessions.
• Oversee, coordinate and lead a book club program.
• Develop a LDP (Leadership Development Program).
• Head up a policy review committee.
• Coordinate “lunch-and-learns” and other learning opportunities.
• Act as liaison across the organization, ensuring the contact center is prepared for any changes with products, services or policies.
• Publish daily updates and memos to ensure staff stays abreast of critical policies, any changes, or other vital information.
• Help outline AI strategy for the contact center.
• Assist with employee engagement activities, including media presentations (slide shows, videos, etc.) to highlight successes and wins in the department.
• Works closely with team leaders and managers to coordinate rewards and recognition programs.
• Help with escalated contacts as needed.
• Assist with general operations and “back-office” support as needed. 
• Spend regular time working in the various queues assisting customers.

WHO YOU ARE

:

• Minimum four year’s experience in a Learning & Development role (preferably in a contact center or customer service environment).
• Minimum two years experience in Instructional Design and course facilitation (preferably in a contact center or customer service environment).
• Management experience (leading a team of training professionals).
• Experience building comprehensive training programs, from concept to implementation.
• Deep experience with e-learning tools and applications (e.g.,Bridge, Articulate, Canva, Adobe, etc.).
• Proficient in Word, Excel, Power Point, and Google Docs.
• Tech savvy and comfortable with quickly learning and adopting new systems, tools, gadgets, etc.
• Significant understanding of general contact center operations.
• Experience as a contact center customer service and sales agent.
• Deep understanding and knowledge of the Payment Card Industry Data Security Standard (PCI DSS) and other applicable regulations impacting contact centers.
• Certifications (e.g.,CPTM, CPTD) helpful.
• Outstanding organizational skills.
• Excellent oral and written communication skills and the ability to effectively communicate with a diverse audience at every level of the organization.
• Ability to effectively perform in a fast paced, deadline-oriented work environment. 
• Advanced presentation and facilitation skills, with the ability to engage audiences in learning topics.
• Strong understanding of contact center and customer service metrics.
• Ability to work independently on projects and as a member of a team. 
• Ability to multitask, organize and prioritize workload.
• Experience using AI as part of overall curriculum development.

Inclusion at Nav:

Our Compensation Philosophy is simple but powerful:

Our impact on you:

A Naverick’s DNA: 

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and point of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We choose to not to be a victim of circumstance. We make decisions & take responsibility so that we can act & support each other, rather than adopting defensive, and “finger pointing” behaviors.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.