Sr. Manager, Contact Center Training
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call 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, training team development, employee assessment, learning analytics, and performance consulting in a mult-national, multi-cultural environment.
Reporting to the Director for Support Services, Training & Quality, the candidate selected will partner closely with Senior Managers to create change, learning, and communications interventions strategies that support business objectives and delivery of world-class service in a multi-site and multi-channel contact center structure.
In this role you will get to:
Put the customer at the center of everything you do
Develop members of the training team and ensure they have the appropriate knowledge, education and experience to successfully implement the training strategy, including keeping individuals up to date with the latest practices, trends and technology.
Work with operational and business leaders to understand and develop a roadmap to meet call center training development and delivery needs.
Ensure high quality and consistent approaches for delivering learning that meet the needs of a rapidly growing and changing organization
Develop, implement, and manage highly effective and agile training programs for virtual classroom models with processes and standards that scale globally for associates across multiple lines of business
Experience with executing an organization's talent strategy with specific focus on continuous learning architecture and management
Develop qualitative and quantitative metrics to assess program delivery quality; ensure continuous improvement, maintenance, and adjustment in program delivery approaches accordingly in order to maintain pace with business objectives
Evaluate and report learning program performance to stakeholders and leaders
Own the successful implementation of policies, processes and systems to ensure trainees have achieved performance-based objectives
Continuously innovate the way we produce and deliver learning by identifying new technologies, processes, and resources
Manage 3rd party, multi-site relationships with stakeholders in an environment with short deadlines and high business impact
Who you are:
Bachelor’s degree in a relevant field
6+ years of professional experience in training delivery, instructional design, and/or information architecture
3+ years of experience partnering with call center operations teams to develop high-quality global training processes
2+ years of experience leading a training team
2+ years of experience in e-Learning development (Articulate 360) and learning management systems (Litmos) preferable
History of delivering performance improving change, learning, and communications results in a fast-paced, remote, global organization with competing priorities
Ability to leverage data and anecdotes to improve training content or learner experience
Experience delivering training virtually using virtual conferencing (Zoom, Teams, WebEx) and/or training delivery technology (Adobe Connect)
Proven experience with managing learner information in an learning management systems and creating reports using these 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
Strong analytical, communication, and organizational skills
Working knowledge of adult learning theory, instructional evaluation methodology, instructional design, change management and project management
Demonstrates high degree of professionalism, leadership, and autonomous drive
Articulate, persuasive communicator across multiple organizational levels
Savvy, quick thinking and comfortable in a dynamic, fast-moving environment
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. Priceliner’s 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.