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Call Center - Learning Project Manager
Buy Buy Baby
Layton, UT, United States
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The Learning Project Manager role leads change management of learning content and delivery, supporting the vision and strategy of Bed Bath & Beyond. This leader will bring a wealth of knowledge and best practices across training, knowledgebase, and quality to prepare each team member in the contact center to care for our customers. The successful candidate will be one who does not “sit behind a desk,” rather he/she interacts on a daily basis with the associates on the fulfillment center floor. If you are a: leader, team player, professional, personable, trustworthy, agile, reliable, proactive, creative, up tempo, fair, unbiased, and results oriented than apply now!
Responsibilities
• Assist with on boarding and ongoing development of Customer Service Representatives, leaders, and support teams
• Serve as subject matter expert across Bed Bath & Beyond contact centers, focused on learning resources and application
• Lead assigned projects and initiatives involving change management and quality service
• Interview subject matter experts (Knowledge Base, Managers, Trainers, Recruiters, Supervisors and Specialty Teams) for learning and content development research.
• Collaborates with peers across the company to gather data and metrics in efforts to identify, propose, and co-lead changes resulting in stronger performance results
• Research and develop tools and processes to optimize how we prepare and improve performance across the contact center
• Ensure success measures to continuously improve training performance and outcomes are maintained; ensures reporting of progress for all initiatives
• Conduct ongoing needs assessment to identify and address gaps
• Implement learning solutions to establish and build on employee competencies
• Strong partnership with Contact Center Leadership toward the creation and achievement of contact center objectives
• Prepare presentations and communication strategy
• Conduct various call center employee trainings
• Lead and participate in other projects as assigned
Requirements:
Qualifications:
• Bachelor’s Degree in Learning and Development, Psychology, or related field required; Additional related certifications desired, MA/MS Degree a plus
• 2+ years experience in customer service, project management, and change management
• 2+ years experience designing and delivering project plans
• Strong team-building, organization, communication, and leadership skills
• Demonstrated ability to interact effectively with various roles and business units
• Strong sense of urgency and attention to detail
• High comfort level working in a diverse, fast-paced environment
• Professional demeanor, leads by example, and is self-motivated
• Strong computer proficiency skills (Excel, Word, PowerPoint)
• Experience with coaching and mentoring preferred
• Ability to travel on a limited basis to other locations
• Role could be asked to provide physical activity including, but not limited to, sitting, standing, bending, stooping, lifting (up to 20lbs)
• Must have a car, a valid driver’s license, and carry auto insurance
• Occasional travel is required and ability to work off shifts
Benefits
• Our program of generous benefits includes: Our brand new benefits suite includes four medical plans, two dental plans, vision, life insurance, short and long term disability, HSA, FSA and a 401(k) with company match
• Year round associate discount of all the Bed Bath & Beyond chain of specialty stores (including buybuyBaby, Cost Plus World Market, and Harmon Face Values)Paid Time Off program