The Training Manager is responsible for the development and facilitation of training and quality assurance programs to support all aspects of Yield Management Contact Center Operations and team member growth and development.
ESSENTIAL JOB FUNCTIONS
Develops comprehensive training programs, itineraries, materials, and job aids.
Facilitates classroom and ad-hoc training supporting all Yield Management Contact Center operations encompassing new-hire onboarding, Owner Services, Hotel Guest Reservations, systems and/or technology, policies and procedures, customer service skills, sales conversion techniques, new products and services, new resort acquisitions, and new business initiatives.
Ensures training programs are delivered in a creative, engaging format that inspires and motivates team members to learn, comprehend, and perform their job duties at expected levels.
Ensures thorough proficiency assessments are implemented in all training programs and/or curriculum to ensure team member comprehension and proficiency.
Ensures training materials, job aids, and policy and procedure documents are continuously updated and archived, with updates communicated to team members in a timely manner.
Manages ongoing development, implementation, and continuous improvement of Quality Assurance programs including administration processes, data mining and analysis of all program metrics, and comprehensive management reporting.
Ensures program metrics are aligned with business goals and objectives at all times, and maintains primary accountability for ensuring quality assurance standards are achieved consistently by front-line team members in all Yield Management Contact Center locations.
Collaborates with corporate Training team on development of department-specific computer based training (CBT) modules.
Collaborates with internal contact center training leaders and management to share best practices and training and/or quality assurance innovations.
Maintains comprehensive training program records for all team members encompassing University of Excellence, corporate training (mandatory and elective), and all department-specific training programs.
Collaborates with contact center management team to identify skill set development opportunities for individual team members, and takes action to schedule University of Excellence and/or ad-hoc training for continuous development of team members.
Builds and maintains a positive working environment that attracts and retains high-quality staff.
Promotes a sense of teamwork, harmony, motivation, recognition, and continuous improvement at all times.
Nurtures relationships and maintains open lines of communication with direct reports, peers, managers, support team members, senior leaders, and all internal departments to foster collaboration and consistent delivery of exceptional customer service.
Supports and advocates all Company and departmental policies, processes, business goals and initiatives, and proactively adapts and embraces change to serve as a role model for team members.
Provides comprehensive training for direct reports and proactive coaching as needed on specific performance standards, policy and procedure compliance, accuracy, product and process knowledge for continuous improvement.
Identifies remedial training needs, corrective action, and progressive discipline as needed.
Collaborates with HR on all progressive discipline situations and delivers progressive discipline within defined Company guidelines.
Serves as a key subject matter expert on all aspects of Yield Management contact center operations, products and services, internal and external technology, and policies and procedures.
Utilizes technology, data, and reporting resources to analyze all aspects of daily operations, and proactively trend-spots to identify areas of opportunity for continuous improvement.
Analyzes weekly contact center reports, annual operating plans, individual team member performance reports, Quality Assurance program trending and/or individual compliance reports, and other analytical data. Synthesizes this business intelligence and applies applicable measures to improve efficiency, productivity, conversion, and customer service on an ongoing basis to ensure business goals and key performance targets are met.
Proactively identifies process improvement opportunities and takes action to create, update, distribute, and archive all policy and/or procedure documents.
Proactively communicates updates to ensure team members are fully informed of all new information related to products, processes, customer insights, Company, and departmental operational updates, and other relevant information.
Provides project management support to Vice President of Yield Management Operations and other Yield Management leaders as requested, delivering quality work product within established deadlines.
Operational and administrative duties as needed to support the achievement of Company and departmental business goals.
Completes all required Company trainings and compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.
A minimum three (3) years of experience in the training field required.
A minimum three (3) years of supervisory experience in the training field required.
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff. A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge.
Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.
Specific supervisory duties include, but are not limited to the following:
Determines and creates policies, procedures, and manuals for direct reports.
Establishes objectives and goals for the team; plans, organizes, and manages work flow.
Assigns, monitors, and reviews work; evaluates direct report's performance.
Recruits, interviews, trains, disciplines, and terminates direct reports.
Orientates and trains direct reports.
Approves time records and time off requests; submits payroll for direct reports.
Investigates and resolves concerns and complaints.
Provides assistance and support; maintains a positive and professional working environment.
LICENSE & CERTIFICATIONS
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
Demonstrated knowledge in development and facilitation of complex training curriculum including technical, product and/or service, sales conversion, and soft-skill training.
Exceptional listening and written and verbal communication skills.
Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
Ability to make sound judgement calls and appropriate decision making within established guidelines.
Ability to create and promote a positive, successful, and professional work environment and lead by example.
Ability to embrace change, multi-task, and provide hands on supervision in a multi-faceted and ever-changing environment.
Ability to remain respectful, tactful, patient, and courteous at all times, while maintaining a heavy workload in a fast-paced environment.
Ability to remain objective and maintain confidentiality on all business, team member, and personal matters.
Ability to deliver quality work product within assigned deadlines for all project assignments, with minimal supervision and follow-up from management.
Strong leadership skills, demonstrated ability to manage complex, multi-faceted operational processes and ability to coach, motivate and develop team members to deliver optimum performance.
Computer proficiency in Microsoft Word, Excel, and Outlook.
Understands how to develop and implement business strategies.
Ability to interpret and create policies, procedures, and manuals.
Excellent customer service skills.
Proficient in time management; the ability to organize and manage multiple priorities.
Ability to take initiative and effectively adapt to changes.
Recognizes an emergency situation and takes appropriate action.
Able to establish and maintain a cooperative working relation.
Ability to interpret and create spreadsheets.
Able to work independently, with minimal supervision.
Strong analytical and problem solving skills.
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
Competent in public speaking.
Performs well with frequent interruptions and/or distractions.
Intermediate math skills.
Diamond Resorts Corporation