Customer Support Lead Trainer (Zenni)

Customer Support Lead Trainer COE Manila, Philippines

Description

Customer Support Lead Trainer has a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's Center of Excellence training needs. You will help Zenni achieve Zenni's business objectives by creating and leading engaging, impactful learning and development programs in order to help our support teams advance their skills and knowledge and drive customer satisfaction.

Requirements

In conjunction with Zennis Global Training and Design team, lead training efforts at the COE, supporting over 150+ support agents and staff

Oversee the performance and development of a team of training facilitators

Drive successful program, project, and process management for learning and development across COE

Lead recurring and impromptu meetings, huddles, and 1-on-1s, to communicate critical business updates and drive team member productivity

Manage development, implementation, and oversight of key metrics and reporting rhythms for training and design across COE to drive strategy, execution, and consistently achieve service level agreements

Foster a culture of continuous improvement, providing thought and change leadership

What skills do you need?

Previous experience leading training efforts at a contact center (>150 people)

Proven experience managing a team of trainers

Experience with analyzing data, providing insights and preparing reports

Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality

Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

Ability to work independently and as a team player

Experience with Learning Management Systems