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Training Manager

Location
Latham, New York
Job Type
Permanent
Posted
13 Sep 2020
Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care marketplace. Our mission is very real to our members: we help them enjoy the wonders of sight through healthy eyes and vision. What you do as a Versant Health Associate matters. 33 million Americans count on us to provide access to annual eye exams and corrective eyewear. We are here to change the face of vision care, and together we will make this happen.

Great Environment

We are dedicated to you- we provide a professional work environment, competitive benefits, equal opportunities and potential to grow with us. We guide you to what's right for you- as leaders in the industry, we guide and coach Associates to give them opportunities to reach their full professional potential. We think ahead for you- you'll enjoy a variety of benefits for those times when you need extra support.

Scope and Purpose of Position

The Manager, Learning Solutions is responsible for the day to day operations of the contact center learning organization, including establishing protocols that empower the team to deliver a high quality, consistent training program. This position will manage the people and projects needed to build and manage new hire training and other learning solutions that enhance the functional skills and professional capabilities and of all contact center employees. Reporting to the Senior Director of Learning, this role will be integral to the development of a world-class learning organization firmly entrenched in the principles of adult learning theory and contact center training best practices.

Essential Functions

  • Maintain a world-class learning team that can effectively and consistently execute Versant Health's contact center learning strategy
  • Manage all aspects of the learning function, from training assessment to the design, development, implementation, evaluation and continuous improvement of all comptency-based training courses
  • Manage training delivery across all mediums including classroom training, distance learning, blended learning, and asynchronous learning
  • Apply best practices and methodology to each phase of the training lifecycle; assessment, design, development, implementation, and evaluation (i.e. conducting a learning needs analysis, crafting skill assessments, developing organizational interventions and facilitating training sessions)
  • Partner with operations and work force management to schedule training; administer all aspects of training delivery, including monitoring completion of operational training requirements delivered through our LMS
  • Develop and maintain administrative standards for training team that support efficient training delivery, trainer accountability and effecrtive management of all training activities
  • Manage and optimize the use of the company's LMS to support training activities
  • Develop instructionally sound just-in-time training programs, when needed to support organizational learning needs
  • Collaborate with technical writers to ensure that documentation and tools needed to support training acrtivities are developed and always kept up to date and in synch with training materials
  • Administer the trainer certification process to ensure that trainers meet our high standards for technical proficiency and are able to effectively and consistently deliver our standard training curriculum
  • Coach and mentor learning solutions team members on an ongoing basis, helping them to continuously grow their technical and professional skills
  • Cultivate strong business relationships with all levels of Versant Health operational leadership to ensure learning requirements and timeframes are built into all company initiatives
  • Maintain an ongoing training enhancement strategy to allow operational employees to continually learn and grow throughout their tenure with Versant Health
  • Establish and maintain key performance indicators (KPIs) to track efficacy and efficiency of training programs, operational processes, tools, and learning systems; analyze and distill data to drive informed decision-making and recommendations for performance solutions
Education and Experience

· Bachelor's degree required

· 5+ years of learning and development experience with a minimum of 3 years managing training and documentation in a contact center environment

· Supervisory experience required

· Knowledge and experience in the insurance, health, or vision care industry a plus

· Demonstrated ability to design and develop effective course curriculum, adhering to instructional design standards and principles of adult learning theory

· Proven success managing large training and documentation projects from creation through implementation

· Strong communication and presentation skills; able to effectively communicate with all levels of employees and leadership

· Proficiency in MicroSoft Office and Adobe learning suite required

· Ability to juggle multiple projects and changing deadlines, remain open-minded and adaptable

· Proven analytical and problem-solving skills, as well as written and verbal communication skills

Competencies

· Action oriented

· Analytical

· Attention to detail

· Coaching/development of direct reports

· Communication

· Customer focused

· Leadership

· Problem solving/analysis

· Strategic thinking

· Teamwork/ building effective teams

We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, sex, gender identity, sexual orientation, age, marital status, national origin, ancestry, physical or mental disability or history of disability, genetic information, status as a protected veteran or disabled veteran, or any other status protected by Federal, state or local law.

If you are prohibited from working on a government contract, this may disqualify you from consideration for this position.

Job Requirements:
· Action oriented

· Analytical

· Attention to detail

· Coaching/development of direct reports

· Communication

· Customer focused

· Leadership

· Problem solving/analysis

· Strategic thinking

· Teamwork/ building effective teams
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Details

  • Job Reference: 173896803-2
  • Date Posted: 13 September 2020
  • Recruiter: Versant Health Holdco, Inc.
  • Location: Latham, New York
  • Salary: On Application
  • Job Type: Permanent