Contact Center Training Manager

Why Russell Cellular?   Health, dental, vision, and life insurance Paid sick days and company holidays Employer matched 401K Listed in Inc. 5000's Fastest Growing Private Companies in America for 9 consecutive years and inducted into the Inc. Hall of Fame in 2018 Employee Assistance Programs 700+ locations in 43 states employing 2,300+ employees Verizon discounts, sales contests, and incentives Opportunity for growth and advancement Community involvement opportunities Same-day pay options Amazing company culture   The Career Opportunity… The Contact Center Training Manager leads the development, delivery, and continuous improvement of training for Russell Cellular’s contact center.   This role partners closely with the Director of Customer Service and Contact Center leadership to ensure all training content, onboarding programs, and performance support resources equip agents and leaders to deliver a consistent, high-quality customer experience.  Training Responsibilities (Including, but not limited to):   •    Overseeing training team members who deliver onboarding, systems training, and ongoing development•    Designing and delivering training tailored to the Contact Center environment, including call flow, sales behaviors, systems navigation, and customer experience standards•    Understanding the needs of the Telesales business and aligning training priorities with performance trends•    Maintaining deep knowledge of Contact Center systems (e.g., Vonage, Microsoft Dynamics, SharePoint, LMS)•    Identifying gaps in training content and creating or updating materials accordingly•    Leading in-person and virtual training sessions for new hires through supervisor level development•    Partnering with Contact Center leadership to support performance improvement initiatives•    Supporting new hire orientation and cross department training needs•    Communicating suggestions, questions, or issues to the Director of Customer Service   Skills you will need:   •    Strong written and verbal communication•    Ability to simplify complex processes into clear, actionable training•    Strategic and creative thinking•    High attention to detail and strong documentation skills•    Ability to manage multiple training initiatives simultaneously•    Ability to identify training needs based on performance data and business priorities•    Strong collaboration and negotiation skills•    Ability to present in virtual and classroom environments•    Strong PC skills (Teams, Outlook, Word, Excel)•    Understanding of LMS functionality and training analytics•    Ability to think like an owner and offer solutions to evolving challenges•    Wireless industry experience required•    2+ years of sales management, training, or coaching experience required   Preferred Qualifications:   •    3+ years of training leadership experience in a Contact Center, sales, or customer experience environment•    Experience leading trainers or training teams, including coaching, development, and performance management•    Strong facilitation skills with the ability to engage both new hires and tenured employees•    Demonstrated ability to design training for sales behaviors, call flow, systems navigation, and customer experience•    Experience using LMS platforms and interpreting training analytics•    Advanced communication skills — written, verbal, and presentation•    Strong collaboration skills with Operations, Quality, Workforce, and leadership partners•    Proficiency with Microsoft Suite (Teams, Outlook, Word, Excel)•    Wireless industry experience required•    Ability to manage multiple training initiatives in a fast moving environment   Russell Cellular is a Verizon Authorized Retailer that has been in business since 1993. We are a part of Verizon's Major program and were awarded Verizon Wireless Partner of the Year for 2018. With over 700+ locations, across 43 states, and 2,300+ team members, our mission is to provide the best wireless experience to every customer, every time. As you will be the face of our team, we will offer you uncapped earning potential and opportunities for advancement.   Come and join us and be a part of the Russell Cellular success!   Equal Opportunity Employer Statement Russell Cellular is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Russell Cellular makes hiring decisions based solely on qualifications, merit, and business needs at the time.