At arenaflex, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. arenaflex is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.
If you love a challenge, have experience leading training delivery teams in fast-paced operational environments, and have a passion for learning, we want you on our team. Ring Customer Service has an opening for a Senior Training Manager on our Global Learning and Quality team. This team is a cross-functional support team consisting of Learning Experience, Training Delivery, Quality Assurance, and Leadership Development. We drive service excellence within customer support through collaboration to support business deliverables, ensuring frontline teams are equipped with the knowledge, skills, and behaviors necessary to provide an exceptional customer experience. We are seeking a Senior Training Manager to join our Learning Organization, to lead our training delivery team.
If you are a professional who thrives in a dynamic, ever-changing environment and you have a strong background in contact centers, training, and team management, we want to speak with you!
### Job Description
#### Introduction
At arenaflex, we're committed to delivering exceptional customer experiences through our innovative products and services. Our Global Learning and Quality team plays a critical role in ensuring that our customer service teams have the knowledge, skills, and behaviors necessary to provide world-class support. As a Senior Training Manager, you will be responsible for leading our training delivery team and driving service excellence within customer support.
#### Key Responsibilities
As a Senior Training Manager, you will be responsible for the following key responsibilities:
* **End-to-end ownership of the associate training programs at site**: From needs analysis stage to management and execution of training, you will be responsible for ensuring that new hires and current employees quickly develop the knowledge and ability to settle in and become experts at what they do.
* **Work with Operations leadership to assess, evaluate, and prioritize training needs**: You will work closely with Operations leadership to identify training needs and develop a plan to address them.
* **Match needs with existing catalogue of learning content and facilitate delivery and completion of training**: You will work with our learning content team to identify the most effective training solutions and facilitate delivery and completion of training.
* **Identify gaps in existing learning content and work with network teams to innovate**: You will work with our network teams to identify gaps in existing learning content and develop new content to address those gaps.
* **Take a data-driven approach to understanding performance issues**: You will use data to understand performance issues and develop solutions to address them.
* **Build relationships and influence Operations Leadership team to address issues that inhibit effective learning**: You will build relationships with Operations Leadership and influence them to address issues that inhibit effective learning.
* **Partner with different stakeholders to identify opportunities to improve the quality of training and coaching**: You will work with different stakeholders to identify opportunities to improve the quality of training and coaching.
* **Lead projects to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our coaching interventions**: You will lead projects to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our coaching interventions.
#### Basic Qualifications
To be successful in this role, you will need to have the following basic qualifications:
* **Contact Centre experience, either in training or operations**: You will need to have experience working in a contact centre environment, either in training or operations.
* **Experience successfully managing a team or number of teams**: You will need to have experience successfully managing a team or number of teams.
* **Excellent verbal, written, and oral communications skills**: You will need to have excellent verbal, written, and oral communications skills.
* **Demonstrate success and experience with planning, creating, implementing, delivering, and measuring training in multiple sites**: You will need to have experience planning, creating, implementing, delivering, and measuring training in multiple sites.
* **Communication skills for the purpose of knowledge transfer and skill development**: You will need to have excellent communication skills for the purpose of knowledge transfer and skill development.
* **Experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings**: You will need to have experience with one-to-many and one-to-one communication skills in both classroom and tutorial settings.
* **Experience collaborating with global stakeholders, SMEs, front-line managers, and front-line employees**: You will need to have experience collaborating with global stakeholders, SMEs, front-line managers, and front-line employees.
* **Knowledge of learning and training practices**: You will need to have knowledge of learning and training practices.
* **Ability to use multiple learning methods and link appropriate methods with subject matter experts**: You will need to have the ability to use multiple learning methods and link appropriate methods with subject matter experts.
* **Experience working with remote teams**: You will need to have experience working with remote teams.
* **Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint)**: You will need to have a competent user level of Microsoft Office tools (Word, Excel, and PowerPoint).
#### Preferred Qualifications
To be successful in this role, you will need to have the following preferred qualifications:
* **Learning/training certifications**: You will need to have learning/training certifications.
* **Industry certifications in training, instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (CPLP, CPT, PMP, etc.)**: You will need to have industry certifications in training, instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate.
* **Demonstrated working knowledge of eLearning development tools**: You will need to have demonstrated working knowledge of eLearning development tools.
* **Master's Degree in related field**: You will need to have a Master's Degree in a related field.
* **Experience with online learning/training**: You will need to have experience with online learning/training.
* **Resume that shows steady progression in Training/Learning Management for the last 5+ years in a leadership role**: You will need to have a resume that shows steady progression in Training/Learning Management for the last 5+ years in a leadership role.
* **Ability to adapt well to fast-paced, yet ambiguous, environments with changing circumstances, direction, and strategy**: You will need to have the ability to adapt well to fast-paced, yet ambiguous, environments with changing circumstances, direction, and strategy.
* **Desire to thrive in a dynamic, growing environment**: You will need to have a desire to thrive in a dynamic, growing environment.
### Work Environment and Company Culture
At arenaflex, we're committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to deliver their best work. Our company culture is built on the principles of innovation, customer obsession, and teamwork. We're a fast-paced and dynamic environment that requires flexibility, adaptability, and a willingness to learn and grow.
### Compensation, Perks, and Benefits
We offer a competitive compensation package that includes a salary, benefits, and perks. Our benefits package includes health insurance, retirement savings, and paid time off. We also offer a range of perks, including a generous parental leave policy, flexible work arrangements, and access to cutting-edge technology and tools.
### How to Apply
If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [arenaflex careers website](https://arenaflex.com/careers). We can't wait to hear from you!
### Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to chat with interested candidates and provide more information about our company and this role.
### arenaflex is an Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, regardless of their background, culture, or identity.
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