Manager, Contact Center Training
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner contact centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why this job’s a big deal: The Customer Care team is seeking a dynamic and experienced learning professional who can assume all responsibilities for contact center training, employee assessment, and results consulting. Reporting into the Senior Manager for Contact Center Learning the candidate selected will partner closely with managers in operations, quality assurance, sales, and product support to deliver best in class learning programs that furthers business goals and objectives.
The candidate selected will oversee the delivery and maintenance of training programs for the Customer Service Contact Center operations. He or she will be expected to quickly develop an understanding of Sales and Service operations, processes and needs. This person must be comfortable running training programs for large global audiences of all tenures and levels, and will be expected to coach and develop new and tenured trainers.
In this role you will get to:
Put the customer at the center of everything you do.
Effectively, provide leadership and coaching to a remote team of training specialist and associates in a multi-site, multi-national, multicultural, 3rd party outsourced environment
Conduct training evaluations and partner performance reviews to ensure training at each assigned site is consistent with program standards
Provide appropriate coaching and performance feedback to indirect 3rd party trainers regarding program management and classroom delivery
Oversee training impact measurement, reporting and trend analysis, and consult with stakeholders at assigned locations based on these results. This includes:
Analyzing learner performance data to illustrate meaningful performance trends and identify best practices and opportunity areas for improvements
Evaluating trainers and training materials, and advocating for improvements or changes
Partner with subject matter experts to support the creation of best practices and standard operating procedures for training and skill building activities. You will serve as a subject matter expert and perform the following:
Conduct needs analysis and job task analysis to identify gaps for new and current training programs.
Work with the instructional design, quality and operations teams to implement improvements
Scope projects and evaluate existing documentation to identify the most appropriate change, learning, and communications solutions
Provide oversight and governance for the training certification process at each assigned site
Work closely with global training counterparts and project teams
Execute change, learning and/or communications plans for new and updated processes and procedures
Who you are:
Bachelor’s Degree, or 1 – 3 years supervising a successful team of trainers in a structured professional virtual setting in a contact center environment
3-5 years of Training and Development experience in a structured virtual training environment facilitating, designing, and coordinating corporate training courses
Demonstrated understanding of adult learning and instructional design methodologies
Strong analytical and problem solving skills
Proven oral and written communication skills
Experience delivering training virtually using virtual conferencing (Zoom, WebEx, Skype or Teams) and/or training delivery (Adobe Connect) technology
Proven experience with coordinating and tracking organizational training through a Learning Management System, preferably with experience in Litmos, and creating reporting using learning analytics
Experience with call and contact monitoring software
Experience using Verint (QM and XM packages) is preferred
Experience with call center phone systems (AmazonConnect) ACD is preferred
Ability to manage multiple projects with exceptional organizational skills
Working knowledge of change management and communications strategies
Goal oriented self-starter and able to flex to changing business needs and priorities
Innovative problem solver drawn to taking solution based collaborative approach with internal partners
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.
Who we are:
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Diversity, Equity and Inclusion – Our Commitment
Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by governing law.