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Mgr - SSC Quality and Training in Reno, NV at PODS

Date Posted: 5/7/2018

Job Snapshot

Job Description

PODS Enterprises LLC, an industry leader in the transportation and logistics industry, is currently seeking a Manager- Sales & Service Center Training and Quality to join our team in Clearwater, Florida or Reno, Nevada.

The Manager will oversee all 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.  They will manage total quality methods, processes and procedures for our Sales and Service Center - to include internal (QDR) and external (CSAT) components.  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 methodologies
  • Maintains a strong relationship with the Sales & Service Management team to influence the customer experience and associate performance
  • Maintains and enhances the LMS so that accurate training records may be kept to ensure performance aligns with business needs
  • Proactively identifies issues and gaps and works with Sales & Service leadership team to develop plans to alleviate
  • Monitors performance of training classes to determine effectiveness of training tools, techniques, and trainers that facilitated the sessions

 

Quality

  • Works closely with Training Team and Sales/Service Center Management Team to ensure training is aligned with performance and service standards
  • Conducts and uses calibration sessions to ensure learning objectives are reflective of performance outcomes
  • Responsible for gathering, analyzing and reporting on the data that measures quality levels and translating such data into actionable initiatives or quality programs
  • Acts as an internal subject matter expert on Sales & Service processes and procedures
  • Monitor/report on CSAT trends and work with the Sales & Service leadership team to develop plans to address

 

Management

  • Foster positive associate morale, trust, respect and creditability
  • Work collaboratively with Sales & 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 Quality and 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

REQUIRED QUALIFICATIONS

  • Bachelor’s Degree from an accredited college or university
  • 2-5 years of overall experience in Training/Quality experience and managerial experience
  • Minimum or 2 years developing, implementing and or supporting quality assurance 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
  • Ability to work with minimal supervision while meeting critical deadlines
  • Strong written and verbal communication skills
  • Passion for delivering results in a fast-paced, dynamic environment

  

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

 

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