Responsible for the evaluation of organizational development training needs, as well as the development, presentation, and administration of training and development programs. Tasked with the creation of supporting programs and procedures to ensure compliance and increase individual and organizational performance to achieve business results.

Responsible for consulting with subject matter experts to develop learning solutions by partnering with cross-functional, global teams supporting worldwide initiatives. Develop and maintain innovative, engaging training material using cutting-edge technology. Leverage knowledge of ADDIE instructional design model and experience with varied web-authoring tools and multimedia platforms to assist with training creation and performance improvement.

Responsible for the management and development of six Customer Interaction Supervisors (and up to 75 indirect reports) across multiple contact center sites, to include associated call type responsibilities. Main duties also include the management and cultivation of the Partner relationship pertaining to all Customer Success Group key performance indicators, with especially high focus on enhancing the customer experience. Manage calibration processes that facilitate behavioral-based coaching through effective call quality measurement consistently across entire Customer Care Organization. Goals to ensure that overall productivity efficiencies, performance goals for direct reports, call types meet and or exceed industry & company standards and measures of success. Provides consistent coaching and development to ensure individual and team performance goals are met and or exceeded. Plays a significant role as a business partner to the Call Center Operations Leadership team in order to increase CSR and site performance. Acts as a partner and resource by providing insights best practices, additional information and trends to assist in the feedback and formal development process of individuals taking customer calls. Remains current on customer interaction program(s) and job knowledge, as well as company and Customer Care policies, processes, procedures and communicates changes and overall alignment of CSG program with Customer Care organization.