Verizon Vendor Training Manager in Lowell, Massachusetts
This position is for a Vendor Training Manager that will support GSO (Global Support Operations) Sales & Service and Tech Support Business Partners. They will be responsible for partnering with the GSO vendors, Sales and Service Teams, as well as Tech Support Teams meeting all training/delivery needs and creating strategies focused on growing revenue.
Delivers proactive Services; Reporting, Projects that support sales/tech teams, training communications
Facilitates training/Meetings; continuously update knowledge of Verizon products, services and industry trends. Participate in training opportunities on products and services and attend team meetings.
Consults with Verizon National Training support teams and management teams as required ensuring transfer of acquired knowledge and skills to day-to-day job activities.
Modifies training delivery based on channel needs and learning effectiveness results. Investigates and implements new delivery methods that will ensure training effectiveness and minimize offline time when appropriate.
Develops direct reports with effective ability to coach and mentor, remote and internationally
Inspection of training sessions / sit in attendance for content delivery accuracy; share Partner specific feedback and points of improvement
Acts as area point of contact/liaison for all Channel training requirements. Works with the Verizon Consumer Markets (VCM) National Training Organization to coordinate priorities.
Provides consulting services to internal and external leaders/stakeholders and other teams to identify performance gaps.
Provides feedback to Area and National curriculum development teams on ways to modify existing curriculum and develop job aides based on participant feedback, observation of participant performance, and skill gaps. May collaborate on design of materials. Also provides input to curriculum development teams on the creation of refresher training for areas that need be improved in order to meet national KPIs.
Manages oversight of all training equipment and product distributions to ensure hands- on devices are properly updated, supplied to centers and tracked.
Lead training initiatives and curriculum development & standardization for channel. Identify performance gaps. Work with Partner Training personnel to close knowledge and skill gaps of the learner and create consistent positive customer experience.
Develop strong strategic partnerships with VCMNational teams, call center operations management and business partner leadership teams.
Identify call behavior and performance trends through observations/speech analytics and develop innovative training solutions to drive improvement.
Identify best practices both internally and externally and proactively share and incorporate into existing processes.
Develop and maintain various reports and executive dashboards to ensure succinct communication of business performance and initiatives.
Bachelor’s degree or six or more years of work experience.
Six or more years of relevant work experience.
Ideally, you’ll also have:
Five or more years relevant Customer Service Training or equivalent level experience and certifications
Seven or more years of facilitation experience
Experience in sales, customer service or tech support
Experience with outsourced vendors preferred
Excels in critical leadership skills
Understanding and knowledge of communications industry and related products & services
Familiarity with billing systems, order entry systems, and operational sales systems
The ability to work well in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision
Develop trainers and content
Standardize training delivery
Working knowledge of WFD and curriculum
Flexible work hours;ability to provide support before and after normal business hours
Proven organizational and interpersonal skills, plus proven relationship building abilities
Solid understanding of principles of adult learning
Excellent interpersonal, written, and oral communication skills
Effective use of PC including Microsoft Office
Proficiency in Word, Excel, and PowerPoint
Effective negotiation and closing skills necessary
Ability to travel to multiple locations approximately 25% of the time
- Project Management Professional (PMP®)
Location: This job can be located in Basking Ridge, Hidden Ridge, TX or any wireline Consumer call center.
Not to boast, but a little bit about us
Verizon powers America’s fastest and most reliable network. We’re also leading the way in cloud and security solutions, Internet of Things and video entertainment. Technology moves fast and so do we. We believe that bringing great ideas and customer experiences to life should be recognized and rewarded. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.