Sr. Manager, Training

Recruiter
Tory Burch
Location
Jersey City, NJ, United States
Posted
23 Sep 2021
Closes
29 Nov 2021
Ref
R0008604
Function
Operations
JOB SUMMARY

The Sr. Manager, Client Services Training & Education is responsible for leading the training strategy and execution across all contact centers to ensure a consistent client experience and assist the company to achieve desired sales goals and performance targets.

JOB DESCRIPTION

Lead the Client Services Training Strategy & Execution
  • Manage training delivery and execution, including training curriculum and module development; train the trainer programs, localized trainings and facilitation across all contact centers
  • Identify and assess current and future training needs of our client services team
  • Design, cultivate, and implement training and continuous specialized development initiatives
  • Monitor and evaluate training program's effectiveness, success measures, and ROI
  • Research new training methods and implement enhancements to existing training programs within Client Services
  • Be the gatekeeper of procedural information, processes, guidelines, product information sheets and oversee the maintenance of our knowledge base
  • Liaise closely cross-departmentally, with external teams and vendors to ensure Client Specialists are current on product knowledge, system platforms, new features, functionality, events, etc. and integrate education support into major launches
  • Manage training budget


Identify training and developmental needs and lead training initiatives.
  • Facilitate new-hire onboarding trainings across contact centers, including preparing itineraries, activities, learning assessments and agenda for each training class
  • Deliver training on new product knowledge, new system and program launches
  • Facilitate product, styling and selling workshops and/or for core developmental areas among the team
  • Schedule ongoing training cadence for existing Client Specialists and ensure consistent reporting to management summarizing training plans and milestones
  • Analyze daily sales results to identify teams and individuals that require additional training and coaching
  • Gather and synthesize feedback for management on training delivery and effectiveness and identifies training gaps to improve individual/team performance


Manage quality monitoring and quality assurance performance for all contact channels (voice, email, live chat, etc.).
  • Oversee the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process
  • Ensures standardization, communication, calibration, and consistency of quality assurance scoring and sampling
  • Conducts gap analysis throughout the programs to identify skills/competency gaps and establishes measures to track progress
  • Develop CSRs' ability to build relationships with customers, transform experiences to foster repeat business and build brand loyalty
  • Observe flow of interactions and make recommendations to management to optimize client experience, including knowledgeability, helpful and attentiveness, response time, etc.
  • Make recommendations in regards to coaching team members that fail to meet quality assurance standards. Inform management of operational, scheduling or other issues affecting client experience


EDUCATION & PRIOR EXPERIENCE NEEDED
  • 5+ years training and development experience in luxury customer service, contact center, retail environments preferred.
  • Strong understanding of selling techniques, instructional design, learning theory, brand aesthetic and frontline industry
  • Familiarity with different training methods (mentoring, coaching, hands-on, classroom training, e-learning, workshops, role-playing, etc.)
  • Experience in designing and executing successful training programs
  • Outgoing, positive, energetic, interactive, engaging and strong facilitation skills
  • Ability to deliver learning experiences effectively across diverse cultures and markets
  • Ability to work autonomously in a fast paced environment
  • Extremely organized. Strong multitasking and time-management skills
  • Strong written and verbal communication skills
  • Experience managing quality monitoring programs
  • Fosters participation; ensure trainees are actively engaged during training and consistently 'checks for understanding'
  • BA/BS degree preferred
  • Proficient using Microsoft / Mac applications and contact center platforms


Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com .

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