Call Center & Operations Training Manager - Roseville, CA 

Renew Financial, a national leader in clean energy financing, is seeking a Call Center & Operations Training Manager to join our rapidly growing organization in our Roseville/Sacramento office.  

In this full-time position, the Call Center & Operations Training Manager will be responsible for the design, development and delivery of training & performance support (e.g. Reinforcement training, job aids, call listen & coaching) for two primary audiences in our Lien & Lending Team:

·        Call Center Team members who assist Contractors (Partners) and Homeowners (Customers) through phone engagement & support

·        Operations Team members who assist Contractors (Partners) and Homeowners (Customers) by providing back-end processing support for financing applications that are in progress

Reporting the Director of Training & Development, the Call Center & OperationsTraining Manager will be responsible for designing and developing interactive and engaging training modules that help Call Center and Operations Team members acquire and deliver the requisite knowledge, skills and abilities to effectively provide the service and support that builds high levels of customer satisfaction. The ideal candidate will have previous experience in designing and developing Call Center training, delivering training to end users and measuring training effectiveness.

He or she will be responsible for ensuring that these two audiences acquire and demonstrate the requisite knowledge and skills to present our financial solutions to contractors and homeowners, input financing applications into our computer systems, document calls in our CRM, resolve customer concerns and process applications from intake to funding, all while enhancing our brand and delighting our contractor business partners and homeowners.

The ideal candidate will be a motivated self-starter with 5-10 years of progressiveexperience working in call center environments that provide customer support for a sales and/or service organization. He or she will have at least 3 years of experience in classroom and/or on-the-job training delivery and will be familiar with various training techniques including Adult Learning Theory. He or she will also have experience in instructional design, training measurement and learning management systems and will be able to provide courseware examples.

Key Responsibilities

·        Designs, develops and delivers classroom and on-the-job training to all new members of the Call Center & Operations Team

·        Ensures that all new hires acquire the knowledge, skills and abilities to perform at agreed upon standards within established timeframes

·        Selects appropriate instructional methods to accelerate learning such as individual training, group instruction, self-study, lectures, demonstrations, simulation exercises, role plays, side-by-sidesand computer-based training

·        Develops and organizes training & reference materials, testing & evaluation procedures and other educational & learning resources to aid in the acquisition and application of learned skills & abilities

·        Partners with Lien & Lending Operations Leaders to identify training needs and individual/group performance gaps and creates action plans to address these gaps

·        Conducts needs assessments for new initiatives, develops instructional plans & materials and implements training as outlined.

·        Measures knowledge & skill acquisition to ensure new hires and existing employees are able to perform duties related to the job

·        Develops tools & resources to assist in the learning process and to boost on-the-job performance

·        Schedules and coordinates new hire training for all Call Center & Operations team members in Roseville, CA and Allentown, PA

·        Provides cross-training to team members to ensure effective understanding of upstream and downstream roles and hand-offs

·        Other duties as assigned or needed.

Qualifications & Skills

·        Must have 5-8 years’ work experience and 3-5 years of training & development experience in Call Center environments

·        Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effectiveness required

·        Proven presentation and facilitation experience for audiences up to 20 people

·        Will be able to demonstrate experience using Microsoft Office programs (Word, PowerPoint, Excel), CRMs and Online Application/Ordering systems. Experience using Learning Management Systems and Instructional Design software a plus.

·        Strong attention to detail, highly organized

·        Bachelor’s degree or equivalent combination of education & experience

·        Ability to work in a fast-paced environment

·        Ability to travel up to 50%

·        Experience in banking, finance or consumer lending preferred

How To Apply

https://app.jobvite.com/j?cj=oF4u4fw1&s=ATD_-_Sacramento

***Renew Financial is an Equal Opportunity Employer***

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Tom Janci

Sr. Manager, Talent Acquisition

Renew Financial Group LLC

(510) 350-3747 Direct

tjanci@renewfinancial.com

www.renewfinancial.com