Job Description
Learning & Development Manager, Customer Experience
Remote
Full Time
CleanChoice Energy
Student (College)
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Job Title: Learning & Development Manager, Customer Experience
Entry-level, 40 hours/week
Classification: exempt under FLSA
Location: 100% Remote
About
CleanChoice Energy, a national renewable energy company that empowers people and businesses to cut emissions and live cleaner, healthier lives, is seeking a Trainer to join the Customer Experience team. This is a unique opportunity to join a mission driven organization transforming the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy.
Job Description
This role will be focused on developing and delivering comprehensive training programs for customer experience specialists, including new hire orientation, product/service training, and ongoing skill development. We are looking for someone who is detail-oriented with a focus on accuracy and quality. In this role, you will be responsible for training the customer service team. The ideal candidate must have proven experience as a trainer, preferably in a call center environment. This person will report to the Customer Experience Director and will not have direct reports.
Responsibilities
- Develop and deliver comprehensive training programs for customer experience specialists, including new hire orientation, product/service training, and ongoing skill development.
- Create and update training materials, manuals, and documentation to ensure accuracy and relevance.
- Conduct training needs assessments and work closely with management to identify areas for improvement in call center performance.
- Utilize various training methods, including workshops, role-playing, and e-learning, to facilitate effective learning experiences.
- Monitor and evaluate trainees’ performance, providing constructive feedback and additional support as needed.
- Collaborate with subject matter experts to stay updated on product/service changes and ensure training materials reflect the latest information.
- Assist in onboarding new call center hires, ensuring a smooth transition into their roles.
- Keep abreast of industry best practices and incorporate innovative training techniques to enhance the effectiveness of training programs.
- Provide ongoing coaching and support to call center representatives to reinforce and sustain learning.
- Collaborate with other departments to address training needs and promote a culture of continuous learning.
Qualifications and Skills
- Bachelor’s degree in a relevant field or equivalent work experience.
- Proven experience as a trainer, preferably in a call center environment.
- Familiarity with call center technologies and customer relationship management (CRM) systems like Salesforce.
- Experience: Previous experience in learning and development, training, or a related field is required. This includes experience in instructional design, curriculum development, training delivery and employee development.
- Knowledge of learning and development principles: A strong understanding of adult learning principles, instructional design methodologies, and training evaluation techniques is essential. The learning and development manager should be familiar with various training methods and technologies.
- Analytical and problem-solving skills: The learning and development manager should be able to analyze training needs, identify performance gaps, and develop appropriate learning solutions. They should also be able to evaluate the effectiveness of training programs and make necessary adjustments.
- Technology proficiency: Proficiency in learning management systems (LMS), e-learning platforms, and other training technologies is required. The learning and development manager should be comfortable using technology to deliver and track training programs.
- Project management skills: The learning and development manager should be able to effectively plan, execute, and manage multiple training projects simultaneously. They should be able to set goals, establish timelines, allocate resources, and monitor progress.
- Continuous learning mindset: The learning and development manager should have a passion for continuous learning and staying updated with the latest trends and developments in the field. They should be proactive in seeking out new learning opportunities and professional development.
- Certified Professional in Learning and Performance (CPLP) or Certified Professional in Training Management (CPTM) preferred
- Ability to adapt training methods to accommodate various learning styles.
- Strong presentation and facilitation skills.
- Excellent communication and interpersonal skills.
- Detail-oriented with a focus on accuracy and quality.
- Strong organizational and time management skills.