Training Manager

Solix • Killeen, TX

5d

About The Position

Solix is a leading national provider of consulting and business process solutions with expertise in complex program management, eligibility determination, customer care, and state and federal funding recovery. Our team is driven by our mission to connect people to essential programs and services. We consult with our clients to develop optimal solutions, engage with our clients and their stakeholders to achieve mutually beneficial outcomes, and empower our clients and the people we collectively serve. Purpose of Position:Manages Solix Contact Center training programs and ensures that all learning efforts are designed to improve business performance, strengthen organization capabilities, and leverage best practices across the organization. This includes developing and delivering training programs that prepare new call center agents for work assignments and that provide existing agents with training opportunities that communicate program changes or provide refresher information. In addition, the Training Manager ensures effective communication between the training department with other peer groups, such as operations, client service, and quality. Provides training, maintains training schedules, as well as recommends and implements progressive cost savings ideas to the operations team.

Requirements

• Bachelor’s degree plus at least 3-5 years related experience; 7 years related experience; or equivalent combination of education and experience.
• Experience in formal coaching, training, and development assignments.
• Demonstrated experience in designing and developing technical content across a multitude of platforms to support both synchronous and asynchronous learning.
• Strong presentation skills, including the ability to present information in a clear and concise manner in a group setting.
• Ability to analyze, assess and translate business requirements into technical training solutions.
• Ability to lead, train, coach, develop, mentor, motivate, and manage employee performance.
• Ability to maintain effective and positive business relationships with all levels of staff and to work in a team environment.
• Initiative and follow-up, including a strong sense of autonomy, and holding others accountable for delivery of commitments.
• Ability to handle multiple tasks and projects while adhering to work deadlines
• Excellent written and verbal communication skills
• Strong public speaking and presentation skills
• Computer skills and proficiency with Microsoft Excel, Word, Outlook, and PowerPoint
• Ability to develop step-by-step processes and instructional materials when designing content for operational requirements.

Responsibilities

• Manage the day-to-day work of assigned training staff.
• Monitor progress to ensure all team targets and goals are met.
• Supervise and manage the training team to provide overall direction regarding the on-boarding process.
• Define metrics to assess and monitor the effectiveness of training to ensure programs are relevant to the needs of the business and meet regulatory requirements; leverage findings to prioritize updates to existing training and development of new offerings.
• Conduct training effectiveness surveys and other mechanisms to evaluate the overall effectiveness of training.
• Provide reporting on status of training initiatives to key stakeholders.
• Consult with program managers to identify skill gaps and opportunities for technical training opportunities for staff.
• Conduct needs analysis and develops subsequent training curriculum to fit those needs.
• Create timeline for proper employee training and knowledge development reflective of client expectations as well as operational limitations.
• Partner with Quality team to identify, establish, and document scoring expectations for all clients.
• Develop and identify tools to capture and display reporting needs specific to training.
• Communicate reporting needs to team members and conduct data and trend reviews.
• Identify and track key metrics to determine overall effectiveness of initiatives.
• Partner with client service to ensure that training material provided by client is utilized as sole source when creating and developing training guides.
• Present ideas for new hire training improvement through continuous update and refinement of training materials, leading train-the-trainer programs, and monitoring and analyzing training attrition trends.
• Manage repository of all technical training documentation and records for assigned programs.
• Other duties as assigned by management.

Benefits

• Solix offers a robust benefits package, subject to eligibility based on position and/or performance.
• An employee's benefits may include medical, dental, and vision insurance, short and long-term disability, 401(K) with employer match, paid time off, annual merit increases, short-term incentive pay, tuition reimbursement, adoption assistance, charitable gift matching, and an employee assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager