What are the responsibilities and job description for the Training Manager position at Auto Glass Now?
Auto Glass Now offers fast, friendly, and convenient auto glass services. As the second largest auto glass repairer in America, our outstanding team works hard to deliver exceptional customer experiences and high-quality auto glass repair, replacement, and calibration services.
We're always looking for friendly and energetic team members to join our growing glass family. Customer service representatives, technicians, managers, and many more positions are available across the country. With the majority of our management team starting as entry-level employees, you can feel confident in knowing Auto Glass Now is investing in your career growth.
JOB DESCRIPTION:
We are looking for a dynamic training leader to oversee all training functions in our customer support department. In this role, will be responsible for creating training curriculum and materials, as well as training and managing the Trainers. This training includes both new-hire training, as well as ongoing training needs.
Training Manager Duties and Responsibilities
- Developing call center training materials, including digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding sales techniques and appropriate CSR behavior.
- Scheduling and conducting training sessions on various call center topics to prepare and support new and existing employees.
- Observing the daily operations of call center employees and identifying any areas of improvement.
- Partnering with Team Leaders and Managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
Training Manager Requirements and Qualifications
- At least 4 years in a call center role, with at least 2 years direct experience in customer support training
- Proficient in applications for designing, creating, and delivering training materials (PowerPoint, video, etc.)
- Excellent knowledge of customer service best practices.
- Strong teaching abilities and mentoring skills
- Excellent written and verbal communication skills
- Exceptional presentation and interpersonal skills.
- A bachelor's degree is preferred
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Salary : $51,500 - $65,200
