Tidal Basin
Contact Center Training Lead
Remote - Temporary
THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY
Position Summary:
The Tidal Basin Contact Center team is more than a call center—our team’s ability to lead complex operations and provide technical and operational solutions is unmatched. As the Contact Center team expands, we are looking for a Training Manager to help manage training and training delivery.
The Training Manager will be assisting in building and maintaining all training content and (in-person or virtual) delivery systems. This training includes onboarding new Contact Center agents, skills development training, and programs directly related to the optimization and retention of our team members. The Training Manager will also provide support to Contact Center agents and support staff members to ensure that the team is aware of procedures, policies, and objectives.
The Training Manager will work closely with Tidal Basin’s Customer Relations Managers to implement professional development and team-building opportunities. During hectic periods for leadership, the Training Manager may also be asked to step in and assist with team management and administration.
We embrace and accept individual experiences and backgrounds to achieve a diverse and inclusive workplace. This position is temporary and remote, and it requires a quiet, secure, and confidential workspace. Travel for this role is not expected to exceed 30%.
Fundamental Requirements:
Job Duties and Responsibilities:
Skills and Competencies:
Education and Experience:
Work Location: Remote
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.
Tidal Basin Customer Relations, LLC and its affiliated companies, which include Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.
Position Summary:
The Tidal Basin Contact Center team is more than a call center—our team’s ability to lead complex operations and provide technical and operational solutions is unmatched. As the Contact Center team expands, we are looking for a Training Manager to help manage training and training delivery.
The Training Manager will be assisting in building and maintaining all training content and (in-person or virtual) delivery systems. This training includes onboarding new Contact Center agents, skills development training, and programs directly related to the optimization and retention of our team members. The Training Manager will also provide support to Contact Center agents and support staff members to ensure that the team is aware of procedures, policies, and objectives.
The Training Manager will work closely with Tidal Basin’s Customer Relations Managers to implement professional development and team-building opportunities. During hectic periods for leadership, the Training Manager may also be asked to step in and assist with team management and administration.
We embrace and accept individual experiences and backgrounds to achieve a diverse and inclusive workplace. This position is temporary and remote, and it requires a quiet, secure, and confidential workspace. Travel for this role is not expected to exceed 30%.
Fundamental Requirements:
- Understanding of training practices in an emergency management environment
- Demonstrated knowledge of adult education theories, techniques, and models
- Consistent minimum internet speed of 100 Mbps download and 40 Mbps upload
Job Duties and Responsibilities:
- Build and maintain all training content and (virtual) delivery systems.
- Create and maintain a standardized approach to training and educating the Contact Center staff.
- Lead and manage the training function across multiple shifts to support training initiatives.
- Build onboarding and training curricula to reduce agent time to value (TTV).
- Work closely with our Head Training/Manager to gather project requirements and translate them into training content and curricula.
- Reduce training time from a position’s hire to proficiency.
- Meet with all new hires to discuss their career growth and training delivery.
- Create agent and supervisor certification programs to ensure project readiness.
- Regularly update training decks, guidelines, processes, etc.
- Create and update training reports (attendance, QC, exam results, etc.)
- Develop and deliver leadership training courses to help support the growth of our supervisors.
- Document development plans with supervisors and work closely with the Human Resources team in all matters related to hiring, firing, performance improvement plans, and career paths.
- Observe daily operations, track employee progress, and identify areas for improvement, feedback, professional development, and recognition.
- Communicate regularly with the Contact Center team about updates and quality issues.
- Collaborate with internal and external subject-matter experts to develop and deliver hands-on training content for our team members.
- Provide team building and stewardship opportunities to team members.
- Develop programs to help team members achieve their career goals.
- Assess the effectiveness of training initiatives and frequently implement improvements.
- Provide input on Contact Center operations that will drive strategic decisions.
- Assist with phone coverage and training development, as necessary.
- Assist leadership with administrative tasks and team management initiatives.
- Perform any and all other duties, as assigned.
Skills and Competencies:
- Excellent communication skills, patience, and the ability to multitask and thrive in a fast-paced environment
- Emergency Management-related knowledge (training and management)
- Commitment to excellence
- Ability to evaluate culture
- Technical strength to deliver effective training and learning programs virtually and within a learning management system (LMS)
- Excellent organizational skills and attention to detail
- Strong interpersonal, analytical, collaboration, critical thinking, decision-making, and problem-solving skills
- Strong verbal, written, and active listening skills
- Understanding of Human Resources principles and employment practices
- Excellent time management skills and a proven ability to meet deadlines
- Proven ability to lead, manage, and motivate a team
Education and Experience:
- Required:
- Undergraduate degree or equivalent
- Minimum of 5 years of experience in a Contact Center Training or Quality Assurance role, or equivalent experience with a minimum of 10 years of Contact Center experience, supervision, or management
- Experience in training and coaching Contact Center staff on best practices in communicating with callers
- Experience in liaising between Contact Center operations staff and clients to meet goals and objectives
- Preferred:
- Bachelor’s degree or higher in Business Administration, Management, Human Resources, or related field
- Emergency Management-related certifications (PMP, CEM, MEP, BCP, etc.)
- Experience in Human Resources, management, administration, and employee retention
Work Location: Remote
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.
Tidal Basin Customer Relations, LLC and its affiliated companies, which include Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.
