Introduction to arenaflex and Our Mission
At arenaflex, we are driven by a relentless passion to be the most customer-centric organization on earth. Our journey to achieving this mission is fueled by exceptionally talented, bright, and driven individuals who share our vision. As one of the most recognizable brand names globally, we distribute millions of products to our loyal customers every year, making us a leader in our industry. Our commitment to customer satisfaction is unwavering, and we believe that the key to our success lies in the exceptional service provided by our customer support teams.
About the Role
We are seeking a highly experienced and skilled Senior Training Manager to join our Global Learning and Quality team, specifically within the Ring Customer Service division. This role is pivotal in driving service excellence within our customer support operations. As a Senior Training Manager, you will lead our training delivery team, ensuring that all employees, both at our internal sites and vendor teams, receive the highest quality training. Your expertise will be crucial in defining our learning strategy, implementing impactful training programs, and delivering business results that exceed expectations.
Key Responsibilities
- End-to-end ownership of associate training programs, from needs analysis to execution and management of training, ensuring seamless onboarding and skill development for new hires and existing employees.
- Collaborate with Operations leadership to assess, evaluate, and prioritize training needs, matching these needs with our existing learning content and facilitating delivery and completion of training.
- Identify gaps in existing learning content and work closely with network teams to innovate and create new content, gathering customer feedback to inform training initiatives.
- Adopt a data-driven approach to understand performance issues, taking proactive measures to improve the quality and effectiveness of training and coaching for associates, leaders, and managers.
- Build and maintain strong relationships with Operations Leadership and other stakeholders to address issues that may hinder effective learning and to identify opportunities for improving training quality.
- Lead projects aimed at continuously improving the design of training materials, the quality of instruction, and the effectiveness of coaching interventions.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Contact Centre experience, either in training or operations, is considered essential.
- Proven experience in successfully managing a team or multiple teams, supporting their success and growth.
- Excellent verbal, written, and oral communication skills, with the ability to clearly explain issues and paths to resolution quickly and succinctly.
- Demonstrated success and experience with planning, creating, implementing, delivering, and measuring training in multiple sites.
- Strong communication skills for knowledge transfer and skill development, including collaborating with subject matter experts and managers.
- Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings.
- Ability to work with remote teams and proficiency in Microsoft Office tools (Word, Excel, and PowerPoint).
Preferred Qualifications
While not mandatory, the following qualifications are highly desirable:
- Learning/training certifications (e.g., CPLP, CPT, PMP) that demonstrate expertise in training, instructional design, curriculum development, performance improvement, and project management.
- Demonstrated working knowledge of eLearning development tools and experience with online learning/training.
- A Master’s Degree in a related field, indicating a high level of academic achievement and understanding of learning principles.
- A resume that shows steady progression in Training/Learning Management over the last 5+ years in a leadership role, highlighting your ability to adapt and grow in fast-paced environments.
- Desire to thrive in a dynamic, growing environment with a proven ability to adapt well to ambiguous situations and changing circumstances.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Senior Training Manager, you will have access to a wide range of learning opportunities, including professional development programs, leadership training, and the chance to work on diverse projects that challenge your skills and expertise. Our culture encourages innovation, creativity, and continuous learning, providing you with the ideal environment to enhance your career and achieve your professional goals.
Work Environment and Company Culture
arenaflex prides itself on its inclusive and diverse workplace culture. We believe that empowering our employees to deliver their best results for our customers is key to our success. Our culture is built on the principles of mutual respect, open communication, and teamwork, ensuring that every individual feels valued and supported. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, we are committed to providing the necessary support to ensure your equal participation.
Compensation, Perks, and Benefits
As a valued member of our team, you can expect a competitive compensation package, along with a range of perks and benefits designed to support your well-being and career development. These may include, but are not limited to, comprehensive health insurance, retirement savings plans, generous paid time off, and access to exclusive employee discounts and services.
Conclusion
If you are a motivated and experienced training professional looking for a new challenge, we invite you to join our team at arenaflex. As a Senior Training Manager, you will play a critical role in shaping the learning strategy and delivery of our customer service teams, contributing directly to our mission of being the most customer-centric organization on earth. With your passion for learning, leadership skills, and experience in contact centers and training, you have the potential to make a significant impact at arenaflex. Apply now to embark on this exciting journey and take your career to the next level.