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Senior Director, Customer Care Learning and Development
Priceline
Norwalk, CT, United States
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Job Description
Priceline.com’s Customer Care team is looking for an innovative, bright, and enthusiastic individual to lead our Customer Care Learning and Development team. The ideal candidate will have hands-on experience leading and developing people; creating customer care training programs from scratch; be well versed in quality assurance practices and processes; have a demonstrated record of process improvement that benefits both the customer interaction and CC agent efficiency; have project management experience; know what it takes to build and maintain an awesome work culture, and love customer care.
Reporting to the SVP of Customer Care, this position requires a go-getter spirit, the ability to work independently, and experience working with and managing a remote group of trainers at worldwide call centers, along with a team in Norwalk that directs training activities/curriculums, quality assurance, and process improvements. We are looking for someone with an ability to have an immediate impact. Our Customer Care department is fast-paced and ever-changing so the right candidate will be energized by the challenge that this presents.
Responsibilities:
• Put the customer at the center of everything we do.
• Develop and implement a strategic vision for the Customer Care Learning and Development organization.
• Lead, manage, and develop a team dedicated to improving employee engagement, work culture, and supporting the learning and development philosophy.
• Take ownership of Customer Care training and curriculum, and quality teams locally, remotely, and through outsourced partnerships.
• Drive CC agent process improvements for better service and efficiency.
• Develop new innovative ways to incorporate learning for our CC agents.
• Work with our business partners to ensure we recruit, train, and on-board the right candidates for our contact centers.
• Introduce oversight for all Customer Care incentive and recognition programs.
Requirements:
• Bachelor’s degree required;
• 5-7 years managing trainers and/or quality teams;
• Experience with learning technology: LMS administration; Elearning tools - Captivate preferred
• Strong knowledge of training styles and learning theories: ADDIE; Learning Styles; classroom management; Facilitation Styles (ILT/SPL/VILT)
• Experience with adult education a plus;
• Extensive experience working within a customer service centric atmosphere;
• Experience creating a scalable training curriculum;
• Experience in QA best practices for Call Centers;
• Demonstrated process improvement methodology and results;
• Strong organizational skills and excellent follow-through;
• Experience in project management;
• Inspirational leader and motivator;
• Experience building, leading and mentoring a team;
• Excellent communicator;
• Strong analytical skills;
A high level of creativity – priceline.com is a dynamic organization, and we love fresh ideas.