Contact Center Training Manager

Who We are

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Contact Center Training Manager at Oncourse Home Solutions (OHS) will lead the development and execution of comprehensive training programs across the organization. Reporting to the Director of Contact Center Operations, this role is pivotal in ensuring that our training initiatives align with business goals and enhance employee performance. The Head of Training will proactively develop and implement a comprehensive training curriculum that meets all organizational needs, driving the training function to ensure alignment with business objectives and continuous improvement. This role will collaborate with various departments to identify training needs, design effective training solutions, and oversee the implementation and evaluation of these programs.

Responsibilities include but are not limited to:  

• Oversee a team of trainers, providing guidance, support, and professional development opportunities to ensure high-quality training delivery, while fostering a culture of continuous learning and professional growth.

• Develop and implement a strategic vision for training to drive performance and engagement for new agents, aligning training initiatives with the overall business strategy and goals of OHS.

• Design and oversee comprehensive training programs that drive employee performance, engagement, and retention, ensuring they meet the evolving needs of the business.

• Conduct thorough needs analysis with business partners to identify training requirements and provide strategic recommendations for addressing skill gaps and enhancing performance.

• Develop comprehensive surveys to assess new trainees' experiences, covering areas such as training content, delivery methods, trainer effectiveness, and overall satisfaction. Utilize various formats such as online surveys, feedback forms.

• Lead the adoption of innovative training methodologies and technologies, including e-learning, virtual learning environments, and blended learning solutions.

• Ensure agents are proficient in using contact center technologies such as CRM systems, Salesforce, etc.

• Partner with senior leadership and department heads to ensure training programs support business objectives and drive organizational change.

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of training programs and their impact on business outcomes.

• Oversee the training budget, ensuring cost-effective delivery of training programs and maximizing return on investment (ROI).

• Apply change management principles to support new implementations, business process changes, and organizational transformation initiatives.

• Solicit feedback from stakeholders and use data-driven insights to continuously improve training programs and address performance gaps.

• Ensure all training programs comply with industry standards, regulatory requirements, and company policies.

• Develop strategies to enhance employee engagement and retention through effective training and development programs.

• Drive process improvement initiatives to enhance the efficiency and effectiveness of the training function.

• Other duties as assigned by leadership.

We're Excited if This is You!

Experience and Qualifications of the Role

• Ability to lead and motivate a team of trainers, manage resources efficiently, and drive the training department towards achieving its goals.

• 2-5 years of experience leading a corporate training department with a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay within the team.

• Previous management experience in a similar capacity is essential, preferably within the contact center.

• Proven experience in training and development in a contact center environment

• Possess prior experience in sales training.

• Strong understanding of instructional design concepts, adult learning principles, and project management.

• Proven experience in training and development, including facilitation, LMS implementation, and e-learning design.

• Excellent communication, engagement, and presentation skills.

• Strong problem-solving, analytical, and organizational skills.

• Ability to handle multiple tasks, prioritize effectively, and manage change.

• Experience in mentoring, coaching, and fostering a culture of continuous improvement and innovation.

• Ability to work well with all levels of the organization and support employee retention initiatives.

• Data trend and analysis skills to identify training needs and measure program effectiveness.

• Creative and innovative thinker with a focus on process improvement and skill enhancement.

• Experience in budgeting and needs analysis.

Computer Skills Needed to Perform the Job  

• Proficiency in Microsoft O365

• Strong Excel skills required

• Working knowledge learning management system and e-learning tools

• Knowledge with E-Learning Authoring Tools

• Knowledge of Video Editing Software

• Knowledgebase Management

Education

• Bachelor’s degree in business, adult education, instructional design or equivalent work experience.

Certificates, Licenses, Registrations (Indicate Preferred or Required)

• Professional learning certifications.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $75,000 - $117,500 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.

Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.

401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.

Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.

Generous Paid Time Off: Take the time you need to recharge and relax.

Education Assistance Program: Invest in your growth and development with our support.

FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.

Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.

Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future-oriented; can create competitive and breakthrough strategies and plans.

Developing Direct Reports - Provides challenging and stretching tasks and assignments; holds frequent development discussions; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; is a people builder.

Innovation Management - Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

Building Effective Teams - Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work;

Change Management - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; can comfortably handle risk and uncertainty.

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Performance Management - Consistently recognizes and rewards excellent performance and addresses performance issues head-on, without delay. Manages individuals situationally based on the person’s skill level, work style, and areas of opportunity.