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Training and Development Manager

West Des MoinesFull Time
  • Competitive
  • Applications closing soon
    [?]This advert will close as soon as expected applications have been received.
  • Equifax Inc
  • Business Operation

Job details

Seeking an action oriented, innovative leader for our Customer Experience training team in a multi-channel contact center. This position is responsible for ensuring staff is delivering an exceptional customer experience while delivering positive results for our internal and external stakeholders.

Manages overall training development, facilitation, leader onboarding and supports the entire training department. Manages a team of specialized staff who are subject matter experts in the business.

In this role, you will be tasked with evaluating ways for overall technology use improvement, composing division specific curriculum, and then executing an effective training program to help attract and retain the best talent.

Required Skills and Abilities

  • Proven track record on developing training programs utilizing adult learning styles
  • Proven ability to mentor and manage direct reports required
  • Excellent written and verbal communication skills required;
  • Must participate in cross functional discussions on improvement initiatives
  • Required to work with operations teams to identify opportunities for improvement and adjust materials/training to drive solutions
  • Instructional Design Skills Required
  • Customer service training background required
  • Must have the ability to evaluate business needs and make recommendations to improve the operation
  • Supporting a culture of continuous process improvements through regular end to end process reviews
  • Develop training schedules based on the evaluation of the need for new staff

What sets you apart from other candidates

  • Design appropriate training programs and materials to support all staff technical training needs (e.g. e-learning modules, in classroom, process flows, checklists).
  • Ability to manage multiple projects concurrently while supporting ongoing business
  • Preferred background in contact center environment
  • Ability to work cross departmentally to support multiple lines of business
  • Coordination with other teams to achieve company objectives
  • Ability to navigate Workday training for compliance purposes and support annual training requirements
  • Review monthly quality assessments of work product for all staff and provide individualized trainings to target areas of underperformance
Posted 2 months ago
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