SALES AND CARE TRAINING COORDINATOR
3.
6 Quick Apply Full-time 1 day ago Full Job Description Company Overview We're Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia.
We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday.
That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service.
An Internet built for that most hopeful of all things- the future.
Because whatever the future holds, we make it faster.
We are more than your average internet company.
Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams.
We know that fast, reliable Internet is what our customers need to stay connected to the things that matter.
That continuous connection is our commitment to our community.
The Position The Sales & Care Training Manager will provide support to all organizational teams in the Care & Sales organization.
S/he will be the point of contact for the Care, Sales and Service Delivery Teams by developing the overall training strategy, along with the required content, length, and cadence, using all necessary delivery methods (e.
g.
, in-person, on-line, simulation/role-play, etc.
) to ensure optimal application and retention by the respective teams.
Additionally, the Sales and Care Training Manager will support the teams with questions, schedule sessions, developing learning tools, and initiating and completing special projects.
This position will provide new hire training, continuing education, product training and individual training needs of the department.
Using Quality assurance tools, identify needs and gaps in knowledge to ensure overall superior customer experience.
S/he will be a detail-oriented team player that builds and implements scalable and efficient learning and development structure for our hybrid remote contact center.
Duties &
Responsibilities:
Training new staff in organization, assigning specific tasks to team members and monitoring the team's sales performance/KPIs.
Consistent quality monitoring to provide feedback to leadership for coaching.
Train new hires on company policies and procedures and use the best training methods for a specific purpose or audience.
Gather and evaluation information from employees and leadership on previous training to identify weaknesses and areas that need additional training.
Develop clear plan & timeline for training that meets business needs and provides employees with tools and resources to succeed.
Liaise with Subject matter experts regarding instructional design.
Creation of training documents Evaluate employee performance to gauge where skills need improvement to develop training tools.
Solving customer complaints and answering escalated customers' questions.
Partner with internal stakeholders regarding employee training needs Managing lists for pre/post dig assignment to sales team.
Assisting team with the selling of our products and services to maximize sales.
Map out training plans for individual employees.
Maintain employee training outcomes.
Handle logistics for training activities including venues and equipment.
Manage training budget.
Continuous improvement on training methods by using seminars, meetings and online tools to learn new techniques and tools.
Lead projects and coordinate initiatives as needed.
Other duties as assigned by leadership.
Qualifications Bachelor's degree preferred or equivalent proven successful experience in training, facilitation and operational support role, or a related field preferred.
While possessing the stated degree is preferred, Lumos also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
4-6 years' training/facilitation experience required.
Key Competencies:
Strong sales ability, business acumen, customer service & care skills and channel awareness.
Excellent communication, interpersonal, and customer service skills.
Demonstrated leadership characteristics along with time management, organizational skills, and understanding of strategic planning.
Ability to manage multiple projects and meet deadlines.
Experience in project management
Benefits:
Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more.
We are proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Quick Apply Full-time 1 day ago Full Job Description Company Overview We're Lumos, a provider of 100% Fiber Optic Internet, Total Home Wi-Fi, voice and streaming services across North Carolina and Virginia.
We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday.
That's why we're building a 100% Fiber Optic network from the ground up for families, small businesses and communities, backed by local, expert customer service.
An Internet built for that most hopeful of all things- the future.
Because whatever the future holds, we make it faster.
We are more than your average internet company.
Our customers enjoy the fastest fiber speeds available built on a network they can truly count on - all backed by local, expert customer care teams.
We know that fast, reliable Internet is what our customers need to stay connected to the things that matter.
That continuous connection is our commitment to our community.
The Position The Sales & Care Training Manager will provide support to all organizational teams in the Care & Sales organization.
S/he will be the point of contact for the Care, Sales and Service Delivery Teams by developing the overall training strategy, along with the required content, length, and cadence, using all necessary delivery methods (e.
g.
, in-person, on-line, simulation/role-play, etc.
) to ensure optimal application and retention by the respective teams.
Additionally, the Sales and Care Training Manager will support the teams with questions, schedule sessions, developing learning tools, and initiating and completing special projects.
This position will provide new hire training, continuing education, product training and individual training needs of the department.
Using Quality assurance tools, identify needs and gaps in knowledge to ensure overall superior customer experience.
S/he will be a detail-oriented team player that builds and implements scalable and efficient learning and development structure for our hybrid remote contact center.
Duties &
Responsibilities:
Training new staff in organization, assigning specific tasks to team members and monitoring the team's sales performance/KPIs.
Consistent quality monitoring to provide feedback to leadership for coaching.
Train new hires on company policies and procedures and use the best training methods for a specific purpose or audience.
Gather and evaluation information from employees and leadership on previous training to identify weaknesses and areas that need additional training.
Develop clear plan & timeline for training that meets business needs and provides employees with tools and resources to succeed.
Liaise with Subject matter experts regarding instructional design.
Creation of training documents Evaluate employee performance to gauge where skills need improvement to develop training tools.
Solving customer complaints and answering escalated customers' questions.
Partner with internal stakeholders regarding employee training needs Managing lists for pre/post dig assignment to sales team.
Assisting team with the selling of our products and services to maximize sales.
Map out training plans for individual employees.
Maintain employee training outcomes.
Handle logistics for training activities including venues and equipment.
Manage training budget.
Continuous improvement on training methods by using seminars, meetings and online tools to learn new techniques and tools.
Lead projects and coordinate initiatives as needed.
Other duties as assigned by leadership.
Qualifications Bachelor's degree preferred or equivalent proven successful experience in training, facilitation and operational support role, or a related field preferred.
While possessing the stated degree is preferred, Lumos also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
4-6 years' training/facilitation experience required.
Key Competencies:
Strong sales ability, business acumen, customer service & care skills and channel awareness.
Excellent communication, interpersonal, and customer service skills.
Demonstrated leadership characteristics along with time management, organizational skills, and understanding of strategic planning.
Ability to manage multiple projects and meet deadlines.
Experience in project management
Benefits:
Includes Medical, Dental, and Vision insurance, 401K, Tuition Reimbursement, Gym Reimbursement, Paid vacation/holiday leave and more.
We are proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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