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Bed Bath & Beyond Inc.

Contact Center: Senior Training Manager

Bed Bath & Beyond Inc. - Ocoee, FL

The Contact Center Senior Training Manager is responsible for training and developing Customer Service Managers, Representatives, and Staff. This Leader will oversee specific department trainings that impact customer service experience both internal and external. The Senior Learning Manager will also be responsible for the continuous learning and improvement of all Contact Center employees. The successful candidate will be one who does not \sit behind a desk,\ rather he/she interacts on a daily basis with the associates on the fulfillment center floor. If you are a: leader, team player, professional, personable, trustworthy, agile, reliable, proactive, creative, up tempo, fair, unbiased, and results oriented than apply now! RESPONSIBILITIES: Oversee training in all key areas of contact centers, including on boarding and ongoing development of Customer Service Representatives, leaders, and support teams Develop trainers and staff to effectively deliver trainings to all employees at location Collaborate across the company to identify, propose, and initiate changes leading to stronger performance, proving Bed Bath & Beyond as the experts for the home and heart-related life events Serve as the primary point of contact for training across all North America contact centers Research and develop training plans, models, and approach to optimize how Bed Bath & Beyond improves performance across the contact center Identify future training needs, create curriculum, and implement tools to meet learning needs Establish success measures/ KPIs to continuously monitor and improve training performance and outcomes; ensures reporting of progress for all initiatives/training delivery Conducts ongoing needs assessment by meeting with leaders across the business to identify and address gaps Design and implement learning solutions to establish and build on employee competencies Partners with Learning teams across the company to identify, plan, and change manage learning tools and content JOB REQUIREMENTS: QUALIFICATIONS & SKILLS: Bachelor's Degree in Learning and Development, Psychology, or related field required; Additional related certifications desired, MA/MS Degree a plus Minimum 5-7 years in Manager role/capacity Minimum 3( ) years Customer Service Training, leadership, or development experience Minimum 5( ) years experience designing curricula Strong team-building, organization, communication, and leadership skills Demonstrated ability to interact effectively with various roles and business units Analytical skills to design and implement success measures Proven facilitation skills: presentation packaging and delivery to various audiences Demonstrated leadership and vision in managing staff groups and major projects or initiatives Excellent organizational and management skills that includes the ability to effectively prioritize tasks and delegate responsibilities accordingly Proven cost reduction initiatives and continuous improvement programs Strong sense of urgency and attention to detail High comfort level working in a diverse, fast-paced environment Professional demeanor, leads by example, and is self-motivated Strong computer proficiency skills (Excel, Word, PowerPoint) Must have a car, a valid driver's license, and carry auto insurance Occasional travel and open to all shifts is required Role could be asked to provide physical activity including, but not limited to, sitting, standing, bending, stooping, lifting (up to 20lbs) Benefits Our program of generous benefits includes: Our brand new benefits suite includes four medical plans, two dental plans, vision, life insurance, short and long term disability, HSA, FSA and a 401(k) with company match Year round associate discount of all the Bed Bath & Beyond chain of specialty stores (including buybuyBaby, Cost Plus World Market, and Harmon Face Values)Paid Time Off program ,

23 days

Bed Bath & Beyond Inc.


Contact Center: Senior Training Manager Bed Bath & Beyond Inc. - Ocoee, FL, United States


Location: Ocoee, FL

Company Profile:
Beyond Inc., 650 Liberty Avenue, Union, New Jersey 07083, the parent company that, together with a group of subsidiaries, currently operates retail store chains in the United States, Puerto Rico and Canada under the names of Bed Bath & Beyond, World Market, Cost Plus World Market, Cost Plus, a combination of the names Christmas Tree Shops or andThat!, Harmon, Harmon Face Values and buybuy BABY. The Company is also a partner in a joint venture which operates retail stores in Mexico under the name Bed Bath & Beyond. Through its retail stores, the Company sells a wide assortment of domestics merchandise and home furnishings. Additionally, the Company includes Linen Holdings, a business-to-business distributor of a variety of textile products, amenities and other goods to customers in the hospitality, cruise line, food service, healthcare, and other industries.