Manager, Customer Experience Training
Description
Job Summary
The Customer Experience Training Manager is responsible for the administration of the Customer Experience Training organization which includes managing, developing and measuring the effectiveness of training curriculums. This role ensures training programs are consistent and meet compliance standards (Company, Federal, State) as well as the process and application needs identified by the business. This role will oversee a team of trainers and instructional designers to ensure consistent delivery of training following Adult Learning Principles. This role manages departmental resources, including people and budget. The Manager is also responsible for mentoring, coaching and developing the technical and interpersonal skills of their direct reports.
Job Responsibilities
Provide oversight for On the Job/experiential learning as part of the employee's progression to ensure exposure to the appropriate work types.
Establishes developmental plans and provides developmental opportunities for direct reports to expand training-related, technical and interpersonal skills
Manages direct reports and ensures overall exceptional client customer service.
Responsible for the implementation of specific change management initiatives across the business and leverages tools and resources to help facilitate effective change
Responsible for evaluating, implementing and ensuring use of all existing and new Technical Training technology (learning management system and content management system).
Collaborates with business leaders/owners, training staff, and subject matter experts (SME) as appropriate to ensure accurate and complete training documentation.
Oversees the post 90 training survey to measure the effectiveness of training.
Partners with the Safety organization to enforce guidelines to support the Critical Risk program and Safety Culture awareness.
Partners with Call Center Leaders, Quality, Technology Organization, CE Leaders, Safety, and Training peers to identify gaps in training content and determine the best way to communicate the change.
Conducts ongoing audit of current curriculum to ensure most effective training methods are used and content is current and delivered in most efficient and effective manner.
Manages the design and development of innovative training programs, applying sound training principles and methodologies, to address needs for Customer Experience training (includes eLearning, instructor led and hands on training and video learning platforms).
Manages direct reports and ensures overall exceptional client customer service.
Recommends training vendor selection and partners with vendor(s) to ensure continuous systems improvement and future capability needs.
Assist the Director of Technical Training with the creation and management of the budget to meet company goals.
Creates and maintains training calendar for Customer Experience Training
Creates and manages certification process for in-house content delivery and/or external vendor delivery.
Responsible for regulatory record keeping, dashboards and reporting.
Sets expectations and priorities for internal customer training needs.
Sources and evaluates alternative training solutions to address business needs by considering timeframe, cost and quality/impact of solution.
Creates and fosters an environment where everyone feels welcomed, valued and respected
Provides an atmosphere where others feel open to engage in dialogue and discuss potentially uncomfortable DE&I topics openly
Q ualifications
Education, Certifications/Licenses:
Required:
Preferred:
Related Work Experience:
Required:
3 years' experience in Training role with specific responsibilities in budgeting, scheduling, reporting, and Learning Management Systems
Work experience in the natural gas, call center, utility or energy industry
Preferred:
Specific Skills & Knowledge:
Required:
Business Acumen
Customer Service
Strong Project management skills0
Innovation
Flexibility/Adaptability
Results-Orientation
Problem Solving and Analysis
Planning and Organizing
Exceptional Execution
Exceptional Communication Skills including presentation skills
Preferred:
Working Conditions/Physical Requirements:
Primarily works in an office environment
Travel required depending on needs and may require air travel and/or overnight stay for one or more nights
Ability to lift 30 pounds
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.
Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Field: Human Resources
Job Type: Standard
Primary Location: Illinois-Metro Chicago-Naperville
Operating Company: Nicor Gas
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)
1844 W Ferry Rd.
Naperville, 60536
Req ID: ASC2000015
