Job Description

Job Title: Client Services Training Manager



Priority Technology Holdings (PRTH) is looking for a Client Services Training Manager. The Client Services Training Manager is responsible for identifying and assessing the training needs of the

Client Services team and for evaluating training effectiveness. The Training Manager is also responsible for facilitating and delivering training to all Customer Service Representatives (CSR). They will conduct new hire training and onboarding to ensure all new associates are fully supported and integrated into the call center. The Training Manager is also responsible for the continuous education & refresher training for all Client Services team members on a recurring basis. This includes the development and maintenance of online training materials. The Client Services Training Manager will be expected to guide the design, revisions, and implementation of training programs that support the objectives of the Client Services team.


The Training Manager will support the business by driving the implementation and execution of training strategy within Client Services in order to ensure initiatives are effectively embedded within the business, while also continuing to develop the skill sets of the workforce. By establishing and developing solid working relationships with the various departments, this diverse role will continuously monitor and assess the effectiveness of all training provided to the Client Services team to ensure it continues to elevate the customer experience and development of our teams.

 

Responsibilities

  • Design, development, and delivery of high quality training to all Client Services team members
  • Design and develop training materials in accordance with accepted industry standards for
  • computer based training, virtual training, and classroom training
  • Conduct full analysis of existing training documentation and methods and evaluate the efficacy
  • that leads to changes in the training delivery and/or content
  • Design, develop & deliver new hire training and all soft-skill training
  • Design, develop & deliver continuous education curriculum and reoccurring training for tenured
  • staff
  • Maintain the Client Services training program to keep it current with changes in department procedure and the industry


Qualifications

  • Deep understanding of adult learning theory and ability to implement learning solutions that are
  • interactive and learner-centered
  • 5 years of experience designing and delivering both virtual and in person training solutions, with
  • at least 3 years of that experience in an inbound/outbound call center training environment
  • Knowledge of and practical experience with design and development methods in the customer
  • service industry is critical to the success of this position
  • Ability to learn quickly when facing new problems; a relentless and versatile learner; analyzes
  • both success and failures for clues to improvements; experiments and works diligently to find
  • solutions
  • Ability to drive continuous improvement, implement and monitor standards of service, and look
  • for opportunities to improve efficiencies across operations
  • Bachelor’s degree, or equivalent combination of education and experience required


Preferred Qualifications

  • Successful track record of building, implementing, and improving operational processes;
  • familiarity with continuous process improvement methodologies
  • Experience in the payments industry
  • Experience with Adobe Captivate Prime a plus

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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