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CUSTOMER SERVICE MANAGER
SUMMARY STATEMENT
Develops and distributes effective communication pieces, training materials and documentation, including printed, on-line and interactive electronic mediums. Maintains consistent standards of quality for coursework, trainer materials and documentation created by the training department. Serves as a point person for questions regarding on-going training projects.
Reports to Manager, Instructional Design
PRIMARY DUTIES AND ACCOUNTABILITIES
Creates materials and outlines used by trainers, supervisors and managers within Choices contact center network
Designs, creates and maintains facilitator and participant guides for all contact center associate development courses
Designs, creates and maintains monthly team meeting materials for use by all supervisors within the contact center network
Designs instructional materials using a participant centered approach focusing on retention and results
Creates online (electronic) training materials and tools to be used by Choice associates
Designs, creates and maintains e-learning modules and lessons to support overall business goals and to support broader learning initiatives
Create and publish lessons using a third party authoring system such as Captivate or Articulate
Enter and maintain cases in the agents enterprise knowledgebase
Support ongoing communication efforts by creating articles, web postings, blogs, posters, email messages, memos, etc. that outline and/or explain key projects, promotions, processes, and plans.
Manages messages and tone ensuring consistent delivery of key information that supports associate engagement and our brand
Promotes benefits of voice reservation and customer care initiatives to franchisees and internal stakeholders
Writes internal and external communication pieces for distribution to guests, associates and franchisees
Assists in design and layout of both printed and electronic communication pieces
Conducts gap analysis and needs assessment with various user groups to determine training needs
Review on-going ID projects to help maintain consistent levels of quality, delivery and effective results
Works closely with the Quality Assurance team, Contact center management and supervisors, and the Training staff to enhance the effectiveness of training documentation and materials
SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE
College degree or equivalent experience in Communications, Education, Instructional Design, or related field
Proficiency with Microsoft Office; specifically Word, PowerPoint and Excel
Training experience (adult learning and technical skill training) preferred
At least 3-4 years Instructional Design or Communications experience
Advanced skills in online development tools like Macromedia Flash, Authorware, or Articulate
Knowledge of Instructional Design methodologies and adult learning theories
Ability to present information and conduct meetings
Comfortable speaking in front of groups
Ability to work under pressure and/or for extended hours
Attentive to details
Excellent verbal, written, organizational, and problem-solving skills
Ability to multi-task
Ability to listen to and respond to customers needs
Ability to remain flexible at all times
Must be able to uphold TTS Careers Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.
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