make
{big deal}
moments

Asia- Remote

Senior Manager, Contact Center Training

R2941

Location

Toronto

Career Track

Customer Care

Apply Now

Senior Manager, Contact Center Training

R2941

Location

Toronto

Career Track

Customer Care

Senior 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.   

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