Manager, Learning & Performance (Call Center) Job Details | Tractor Supply Company

Overall Job Summary

This position is responsible for analysis, design, and development initiatives related to new-hire, refresher, and career development training needs of CSC frontline staff. This position is also responsible for the manage, support, and mentoring of CSC Learning Specialists and assume responsibility for instructional design and development, appropriate content treatment and media, quality assurance methodology, and creative delivery strategies. 

Essential Duties and Responsibilities (Min 5%)

• Lead a team of Training and Quality Specialists to ensure the Customer Solutions Center is provided with the necessary learning and support solutions to provide our customers with legendary service.
• Assess new-hire and ongoing learning and performance needs of frontline CSC Management and Contact Center representatives; recommend appropriate learning and support solutions.
• Provide direction and oversight for CSC Training Specialists to include assigning training resources for deadlines to track project and initiative timelines, approve all learning materials prior to final review, and work with Training Specialists and Workforce Team to schedule and coordinate classes. 
• Oversee the design, development, and delivery of CSC training and informational materials, including assuring the quality, adherence to requirements, and timely delivery of the curriculum as well as providing quality assurance and “sign-off” of all instructional materials
• Provide design guidance, oversight, and mentoring related to training development involving varying content types and potential audiences which include job processes and use of systems, customer service skills, new products or services, contact center practices, and Leadership development.
• Elevate existing CSC instructional documents and approaches to a “higher” level by recommending creative and alternative media solutions (e.g., E-learning, Web-based learning); explore new technologies related to relevant learning systems.
• Oversee the design, development, and execution of the CSC Quality Assurance program which is responsible for providing actionable insight for CSC leadership.
• Collaborate with CSC leadership to set customer-focused performance expectations; create performance plans with clearly articulated goals and measurements.
• Responsible for the creation and oversight of the Customer Solutions Center coaching and performance strategy to include compiling KPIs, setting documentation expectations, and defining the cadence for performance and behavioral coaching.
• Ensures a Legendary Customer Experience is met during customer contacts through completion of routine contact monitoring while documenting performance and behavioral gaps intended to provide actionable feedback and insights for CSC Leadership to use during performance coaching sessions.
   

Required Qualifications

Experience: 6 plus years of direct experience in training and development, performance and KPI management, and contact center quality assurance programs and methodologies. 

Education:  Bachelor’s degree from an accredited college or university. Any suitable combination of education and experience will be considered. 
 

Preferred knowledge, skills or abilities

• Must demonstrate a clear understanding and appreciation of key Contact Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, reporting, performance measurements, quality initiatives, coaching and mentoring, career path, staff development, and the unique demands of frontline staff.
• Must be able to articulate and apply an instructional/informational design methodology; knowledge of a performance-based instructional methodology is preferred
• Must possess solid classroom delivery skills related to motivating and capturing the attention of adult learners within a Contact Center environment; must display high energy, confidence, a sense of fun, and the desire to provide a unique and memorable learning experience.
• Strong organizational skills and high attention to detail to meet deadlines 
• Good written and verbal communications skills with field operators as well as executives and other leadership
• Proficient in Microsoft Office software especially Excel and Access
   

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

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