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Training Mentor & Coach
Sirius XM
New York, NY, United States
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Position Summary:
The Training Mentor & Coach position will manage the business relationships with all of SiriusXM's third party contact center (call center) vendors by providing operational oversight and performance management of all Training Managers, Trainers, Learning Groups, Support Team members, and New Hire Agents. This position is accountable for the success of the learning experience in the classroom, and post training New Hire Agent performance.
This individual will manage and audit the ability of all Trainers to follow SiriusXM's training roadmap and the required content delivery while working to improve facilitation skills, and learner performance on the job. Providing analysis and findings to all levels of the business, and other communication as appropriate will be a day to day task. In this role, the Training Mentor & Coach will regularly perform needs analysis to help develop and implement processes designed to support the SiriusXM Training Certification & Audit Programs. This individual must demonstrate the ability to lead while also enthusiastically taking a hands-on role to coach and mentor Trainers with a primary focus on performance management and performance improvement.
The Training Mentor & Coach will also regularly partner, consult, and communicate with internal departments such as Vendor Management, Instructional Designers, Knowledge Management, Quality Assurance, Workforce Management, Command Center, Marketing, and others to ensure that training is being delivered as designed, that learners are engaged and set up for success, and desired outcomes are met.
This position reports to the Senior Manager of Learning Certification and Audit.
Duties and Responsibilities:
• Coach/mentor Trainers and conduct regular audits on content delivery and facilitation both in the classroom (on site), and via recorded training sessions on camera.
• Deliver timely feedback while working closely with all Training Managers to improve Trainer performance.
• Provide timely analysis which helps to illustrate learning impacts on agent performance and other areas of the business post training.
• Conduct regular feedback sessions at the partner level with a focus on Trainer/Agent/Supervisor performance.
• Lead or attend meetings, feedback sessions, roundtable discussions, management discussions, contact monitoring, etc. Excellent written communication skills are a must.
• Work collaboratively with internal and external teams to ensure clear understanding of performance needs, requirements and expectations in order to design scalable, highly engaging learning solutions, primarily focused on sales skills and strategies.
• Assist SXM Instructional Design Team to design and develop comprehensive Service, Sales and Technical training curriculum and materials (including Leader's Guides, workbooks, job aids, practical exercises and role plays) in alignment with SiriusXM's business strategies, products and programs as needed.
• Continually assess existing curriculum gaps, opportunities for improvement based on the data learned from training audits and analytics.
• Communicate effectively with Instructional Designers or Knowledge Management team members and request updates as needed.
• Perform train-the-Trainer sessions in-person and via online platforms.
• Facilitate live classroom training as necessary.
• Act as a brand ambassador and helps to ensure company branding guidelines and other areas of compliance are followed.
• Work closely with Quality Assurance team to assess training needs based on QA activities and observations.
• Work closely with Vendor Management team to determine and assess agent learning and knowledge gaps.
• Monitor the Listener Care Knowledge Base to ensure appropriate support materials are produced for all learning initiatives.
• Participate in ongoing meetings/discussions with all contact centers to assess needs, gain feedback, and provide additional information, and follow up.
• Effectively communicate with internal departments and contact center partners to identify and recommend process improvement.
• Perform other duties as assigned.
Supervisory Responsibilities:
• N/A.
Minimum Qualifications:
• Bachelor's degree in Adult Learning/Education and/or Instructional Design and/or equivalent experience preferred.
• Minimum of 3 years of experience in at least two of these areas: Training/Learning Management, Instructional Design, Computer-Based Training, E-Learning, Distance Learning or Performance Consulting preferably within a contact center environment.
• Minimum of 3 years of experience in coaching and mentoring Trainers within a contact center environment.
Requirements and General Skills:
• Excellent public speaking and presentation skills.
• Excellent verbal and written communication skills.
• Creativity and passion for adult learning within a corporate setting.
• Ability to analyze data and follow through with recommendations and action plans that drive performance improvement.
• Ability to analyze data and recommend appropriate course design methodology and structure.
• Ability to effectively deal with ambiguity in a fast-paced work environment and handle multiple tasks.
• Ability to work well in cross-functional team environments.
• Ability to take initiative as appropriate without manager supervision.
• Ability to project professionalism over the phone and in person.
• Superior attention to detail, organization and time management.
• Commitment to "internal client" and customer service principles.
• Willingness to take initiative and to follow through on projects.
• Ability to travel 75+% (domestic and international).
• Must have legal right to work in the U.S.
Technical Skills:
• Thorough knowledge of MS-Office Suite (PowerPoint, Word, Excel, Access).
• Experience with Learning Management Systems (Taleo preferred).
• Experience with Knowledge Management Systems (RightNow preferred).
• Strong understanding of Adult Learning Theory and Principles.
• Understanding of visual display design principles highly desirable.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.