Training Manager

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What We'll Bring:

We are seeking a dynamic and experienced Training Manager to oversee training programs for our social media and walk-in channels. This role requires a strong background in managing training for customer-facing roles, content development, and applying instructional design principles. The ideal candidate will also be responsible for overseeing training for email and dispute channels managed by the vendor's training team.

What You'll Bring:

Training Program Management:

Develop and manage training programs for social media and walk-in channels, ensuring alignment with organizational goals and customer service standards.
Oversee the implementation of training programs for email and dispute channels managed by the vendor's training team.

Content Development:

Collaborate with graphic designer and subject matter experts to create high-quality training content.
Apply adult learning principles, instructional design theories, and best practices to develop effective training materials.
Continuously update and improve training content based on feedback and performance metrics.

Trainer Support and Coordination:

Provide guidance and support to trainers delivering training sessions for social media and walk-in channels.
Ensure trainers are well-prepared and equipped with the necessary resources to deliver effective training.
Coordinate with the vendor's training team to ensure consistency and alignment in training delivery for email and dispute channels.

Performance Monitoring and Reporting:

Monitor the effectiveness of training programs through assessments, feedback, and performance metrics.
Analyze training data to identify trends, gaps, and areas for improvement.
Report training outcomes and insights to the Training Lead and other stakeholders.

Compliance and Quality Assurance:

Ensure all training programs comply with organizational policies, industry standards, and regulatory requirements.
Conduct regular audits to maintain high training quality and consistency.

Training Needs Assessment:

Conduct training needs assessments to identify skill gaps and training requirements for social media, walk-in, email, and dispute channels.
Develop targeted training plans to address identified needs and enhance overall performance.

Stakeholder Collaboration:

Collaborate with internal stakeholders, including customer service managers and quality teams, to ensure training programs meet business needs.
Maintain strong relationships with the vendor's training team to ensure seamless coordination and alignment.

Knowledge Portal/LMS Management:

Promote and drive the use of the Knowledge Portal/LMS for training programs.
Ensure effective utilization of the LMS to deliver and track training programs.
Collaborate with the LMS administrator to optimize system performance and user experience.

Qualifications:

Bachelor’s degree in education.
Proven experience in managing training programs for customer-facing roles, preferably in a customer service environment.
Strong understanding of adult learning principles, instructional design theories, and content development.
Excellent communication and interpersonal skills.
Proficiency in using digital learning platforms and knowledge management systems.

Preferred Experience:

Minimum of 3-5 years of experience in training management, with a focus on customer service training.
Experience in developing and delivering training programs for social media and walk-in channels.
Proven track record in content development and instructional design.
Experience overseeing vendor-managed training programs.
Familiarity with digital learning platforms and tools.

Impact You'll Make:

Minimum of 3-5 years of experience in training management, with a focus on customer service training.
Experience in developing and delivering training programs for social media and walk-in channels.
Proven track record in content development and instructional design.
Experience overseeing vendor-managed training programs.
Familiarity with digital learning platforms and tools.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.

TransUnion Job Title

Specialist II, Consumer Operations Support