Mgr I - SSC Training in Clearwater, FL at PODS

Date Posted: 1/12/2022

Job Snapshot

Job Description

JOB SUMMARY

The Sales and Service Center Training Manager will oversee training activities (both new hire and ongoing skill development), to include training assessment and evaluation, material development, management of Trainers and Training Supervisors, and training facilitation.  Keep updated with the total quality methods, processes, and procedures from our Quality team in our Sales and Service Center - integrating internal (QDR) and external (CSAT) components within training programs.  You will succeed in this role if you are able to maintain an objective voice with consistency and a relentless focus on ensuring PODS delivers a superior customer experience.  This position requires high energy and creativity to develop and motivate a high-performance team. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Training

  • Responsible for the development and delivery of various training tools, programs, and materials to enhance sales and service skills (new hire, systems, soft skills, product, sales, agent/supervisor development, etc.)
  • Provides guidance and assists with updating training material to keep current on new topics and techniques.
  • Ensures training effectiveness by leveraging adult learning and instructional design Management
  • Foster positive associate morale, trust, respect, and creditability
  • Work collaboratively with Sales and Service leadership to identify gaps and work with direct reports on adjustments and enhancements to processes
  • Provide strategic direction on quality and training programs needed to optimize overall center performance
  • Manages all activities associated with Sales/Service Quality and Training operations, including developing and implementing policies and procedures on training facilitation and quality assurance
  • Effectively manage Training teams including ensuring effective scheduling and assigning and monitoring staff workload to include evening and weekend coverage
  • Conducts annual performance appraisals and provide consistent feedback on staff goals
  • Assists in the mentoring of staff through formal and informal feedback
  • Audits training classes to ensure professional presentation methods are consistently leveraged as well as consistent delivery of training material

 

 

Job Requirements

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

  • ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to process data qualitatively and / or quantitatively; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making 
  • LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints, and feelings of others before expressing own view
  • MOTIVATE: Able to create enthusiasm for the work and a desire to excel as an individual or as a team; Able to solicit, use, and / or build on ideas of others; Able to recognize individuals for their contributions; Able to reinforce desired behaviors
  • COACH: Able to observe and track performance to instruct, guide, encourage, and support employees; Able to provide positive and developmental feedback on performance; Able to place emphasis on continuous improvement
  • DEVELOP OTHERS: Able to provide a challenging and supportive climate that encourages development in the work team; Able to assess the strengths and development needs of staff; Able to actively seek and promote opportunities for the development of others; Able to take an active part in the training and ongoing development of direct reports
  • PLAN: Able to develop short-and long-term operational and / or financial plans that are appropriately comprehensive, realistic, and effective in achieving goals; Able to anticipate obstacles and define alternate strategies; Able to integrate planning efforts across work units
  • ORGANIZE: Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity

 

JOB QUALIFICATIONS: Education & Experience Requirements

  • Bachelor’s Degree from an accredited college or university 
  • 2-5 years of overall experience in Training experience and managerial experience
  • Minimum or 2 years developing, implementing and or supporting training programs in a sales and service environment
  • Instructional Design and material productions skills including attention to detail, ability to organize content, grammar, and proofreading skills
  • Demonstrated ability to continuously promote the impact of effective training on business results
  • Ability to multitask and perform in constantly changing environment

 

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