Sample Job Description for Customer Service Training Manager - Call Center
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Customer Service Training Manager - Call Center Job Overview
Customer Service Training Manager - Call Center Job Description Sample
Designs and delivers training programs for customer service representatives, team leaders, and supervisors.
JOB LEVEL
M02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Head of a Unit/Department
Salary Range
BASE 50%
$99,810
TOTAL 50%
$107,540
Job Responsibilities for Customer Service Training Manager - Call Center
Prepares instructive updates and details on new products, features, and service offerings. Designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Coach/Trainer I | The Sales Coach/Trainer I designs and delivers training sessions on company products, business practices, and other topics as needed. Ensures the maximum effectiveness of the sales force by developing and implementing training programs. Being a Sales Coach/Trainer I requires a bachelor's degree in a related area. Monitors and reports on the effectiveness of training programs and may conduct initial needs analysis. In addition, Sales Coach/Trainer I typically reports to a supervisor or manager. Working as a Sales Coach/Trainer I typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed. |
| 2 | Manager of Employee Training & Development | The Manager of Employee Training & Development researches new training techniques and suggests enhancements to existing training programs to meet the changing needs of the organization. Designs, plans, and implements corporate training programs, policies, and procedures. Being a Manager of Employee Training & Development ensures that training materials and aids are kept up to date and are effective. Contracts with vendors for employee participation in outside training programs. In addition, Manager of Employee Training & Development requires a bachelor's degree. Typically reports to a head of a unit/department or top management. The Manager of Employee Training & Development manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Manager of Employee Training & Development typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. |
| 3 | Sales Coach/Trainer II | The Sales Coach/Trainer II designs and delivers training sessions on company products, business practices, and other topics as needed. Ensures the maximum effectiveness of the sales force by developing and implementing training programs. Being a Sales Coach/Trainer II requires a bachelor's degree in a related area. Monitors and reports on the effectiveness of training programs and may conduct initial needs analysis. In addition, Sales Coach/Trainer II typically reports to a supervisor or manager. Working as a Sales Coach/Trainer II typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. |
| 4 | Sales Coach/Trainer IV | The Sales Coach/Trainer IV designs and delivers training sessions on company products, business practices, industry context, competitive information, and other topics as needed. Develops and implements sales training programs to prepare salespeople to discuss products and engage with potential customers or opportunities. Being a Sales Coach/Trainer IV monitors and reports on sales metrics to determine the effectiveness of training programs. Helps onboard new salespeople. In addition, Sales Coach/Trainer IV may conduct skill gap analysis and needs analysis to inform the creation or administration of new training programs. Requires a bachelor's degree. Typically reports to a supervisor or manager. Being a Sales Coach/Trainer IV work is highly independent. May assume a team lead role for the work group. A specialist on complex technical and business matters. Working as a Sales Coach/Trainer IV typically requires 7+ years of related experience. |
| 5 | Director of Employee Training & Development | The Director of Employee Training & Development collaborates with functional management teams to assess ongoing and future training and development needs as well as effectiveness of established programs. Directs the design, planning, and implementation of corporate training programs aligned with the objectives and strategy of the company. Being a Director of Employee Training & Development provides engaging communications about program information to encourage participation and highlight the value and benefits of training. Develops a program delivery schedule that provides training as needed and in locations that work for the participants. In addition, Director of Employee Training & Development approves new training techniques and suggests enhancements to existing training programs. Oversees and establishes relationships with vendors to provide additional outside training programs. Manages and develops training professionals. Requires a bachelor's degree. Typically reports to top management. The Director of Employee Training & Development manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Director of Employee Training & Development typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
Customer Service Training Manager - Call Center Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Service Excellence | Level 4 |
| Planning and Organizing | Level 4 |
| Project Management | Level 4 |