Training Manager - Customer Service Contact Center (Onsite)

at Wayfair in Brunswick, Maine, United States

Job Description

Wayfair is seeking a dynamic, experienced Training Manager to oversee training and development at the Brunswick, ME contact center location. This person will be responsible for leading a training team supporting the North American Frontline Service organization and will be responsible for all aspects of service delivery including stakeholder consulting and partnership, team development and coaching, program compliance, and results assessment.

This person will report to the regional Training Manager and will be expected to quickly develop an understanding of Sales and Service operations, processes and needs. The ideal candidate must be comfortable having oversight of a high performing team, capable of running training for large audiences of all tenures and levels, and will be expected to coach and develop training specialists with regular frequency.

What You’ll Do

  • Partner with contact center management team to execute training schedule to align with business objectives, and growth projections in assigned locations
  • Manage and coach a team of trainers to develop their facilitation and coaching skills
  • Responsible for the performance of new hire’s through the onboarding process
  • Ensure administrative functions related to training are completed in a timely manner
  • Oversee delivery and maintenance of new hire onboarding training programs for the Customer Service organization
  • Work in tandem with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort for the site
  • Conduct/attend regular project updates and performance readouts with key stakeholders

What You’ll Need

  • 2+ years managing a successful team of trainers in a structured professional classroom setting, preferably in a call center environment
  • 2+ years of coaching training professionals on facilitation skills in Instructor Led Training, preferably with experience in coaching trainers in Virtual Instructor Led Training as well
  • 3+ years of Training and Development experience in a structured classroom training environment facilitating, designing, and coordinating corporate training courses
  • Experience with Zoom and/or other virtual learning software preferred
  • Demonstrated understanding of instructional design methodologies
  • Demonstrated understanding of frontline leadership skills and experience facilitating structured leadership development curricula
  • Experience coordinating and tracking organizational training through a Learning Management System, preferably with experience in Cornerstone LMS
  • Demonstrates high degree of professionalism, leadership, and autonomous drive
  • Proven ability to drive results through leading and coaching a training team
  • Articulate, persuasive communicator across multiple organizational levels
  • Savvy, quick thinking and comfortable in a dynamic, fast-moving environment
  • Goal oriented self-starter and able to flex to changing business needs and priorities
  • Ability to analyze data to identify solutions and take action with implementation
  • Experience with Google Cloud G Suite, including Docs, Sheets, Slides, and Forms preferred
  • Innovative problem solver drawn to taking a solution based collaborative approach with internal partners

Essential Job Functions:

  • Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to perform all above-mentioned duties with or without accommodations

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

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Job Posting: JC202779178

Posted On: Jan 23, 2022

Updated On: Apr 07, 2022