Responsibilities:
Strategy and Execution
· Support the creation of ongoing cross functional strategy and business process training plans for Manheim’s Operations training and Customer Experience team that builds current and new skills
· Collaborate with Operations leaders to define and execute feedback mechanisms to show the impact of training
the customer experience
Program Management
· Build Operations training effectiveness for identified functional areas of company
· Be an active contributor in the identification, development and implementation of company-wide, customer experience initiatives that provide a measurable competitive advantage for the Manheim brand in the marketplace
· Assess learning and development needs to ensure skill and knowledge gaps are addressed and diagnose organizational training requirements by conducting needs analysis to determine performance improvement strategies
· Research and recommend seminars and public conferences for employees when appropriate and maintain knowledge of current trends and strategies related to learning and development
Design and Development
· Drive evaluation, selection and administration of training technologies.
· Lead the development and execution of training programs to reflect the current training requirements
· Using Instructional Design Techniques, develop Training Manuals, Leader’s Guides, Reference Materials,
Web Based Training (WBT)
· Formulate instructional outlines and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops
· Select or develop instructional aids such as training handbooks, demonstration models, multimedia visual aids, evaluation tools, computer tutorials and web-based training
Delivery
· Manage training demand and priorities, including new product releases and strategic initiatives, to ensure adequate resource allocation
· Facilitate and lead training classes for new and existing employees
· Coordinate and conduct new hire onboarding and training, while ensuring involvement with Human Resources to ensure New Hire Training needs are met
· Manage the implementation of all training roadmaps and schedules
· Manage training activities to ensure achievement of departmental/organizational goals
· Develop and deliver Train-the Trainer Programs as needed
· Maintain training records and publish status reports to assist Manheim Customer Care’s leadership in evaluating employee performance
· Maintain training facilities and equipment
Evaluation and Reporting
· Define programs metrics to evaluate the success (retention and application) of training and define improvement processes to respond to result
Relationship Management
· Identify and maintain internal network of Subject Matter Experts (SME’s)
· Develop strong relationship with all Customer Care staff and leadership team to develop course materials and receive feedback
· Develop strong working relationships in a cross-functional matrix organization that drives coloration, consistency and effectiveness across multiple organizations.
· Works in conjunction with and supports the Knowledge Management team to ensure consistency of information, process and training integration
Other duties as directed by management
Experience, Training, Knowledge, Skills & Abilities
* Bachelors Degree in Instructional Design, English, Human Resources or related field preferred
* ASTD CPLP Certification or equivalent learning credentialing program recommended
* HPI Certification Preferred
* Achieve Global, Franklin Covey, or other key certified credential preferred
* 5 years of successful experience leading Training, Adult Learning, Organizational Development, Contact Center and Operations environments
* Experience designing, developing and executing learning strategies and programs to support Contact Center and Customer Experience teams specifically in a metrics, results driven organzation
* High degree of focus on customer experience
* Excellent oral and written communication skills
* Demonstrated attention to detail, including proofreading, editiing
* Highly organized individual with ability to follow detailed technical processes and procedures
* Excellent interpersonal/networking/relationship-building skills, including negotiation and problem solving in complex environments
* Ability to work independently and meet deadlines in a fast paced environment
* Ability to establish and maintain credibility with all levels across the organization
* Strong software aptitude, including but not limited to, Microsoft Office, Word, Excel, Outlook and PowerPoint, FLASH, HTML, Framemaker, Breeze, Captivate and other Instructional Design tools
* Demonstrated experience and skill in all aspects of training design, development and adut learning theory including efffective templetes, job aids and tools and learning activites and assessments
* Successful Project Management experience across multiple projects with varying time frames with time management and organziational skills.
* Demonstrated ability to quickly adopt to and manage changing environments
* Ability to work independently with minimal supervision while contributing to overall team success
* Must be able to accommodate travel and schedule flexibility requirements occasioned by the needs of the business, which may include occasional weekend and/or evening hours as well as out-of-town travel.
* Excellent organizational and problem solving skills;
* Present a professional and positive image by adhering to organizational policies and procedures.
* Flexible work schedule to meet the needs of the 365/7 work environment
**Organization:** *Manheim*
**Title:** *Training and Development Analyst - Customer Experience*
**Location:** *GA-Atlanta-6205 Peachtree Dunwoody Rd*
**Requisition ID:** *1411389*