Thursday, November 20, 2014

Training Manager

Customer Care Training Manager
StoneEagle, the industry leader in the design and development of
enterprise-wide insurance industry applications, is seeking a Training
Manager for our VPay Customer Care team. The VPay product line specializes
in virtual card solutions designed specifically for claims payments.
Reporting to the Director of Customer Care, the Training Manager is
responsible for the overall development and training of the VPay Customer
Care employees.
Role Responsibilities

Develop engaging training curriculum and documentation (print, electronic,
CBT), for all department functions (policies and procedures, products,
systems, soft skills, etc.).
 Partner with HR and the Customer Care leadership team for on-boarding and
transition of new employees from training to the call center floor at
expert knowledge levels.
 Develop and administer assessment modules for department activities and
career path development.
 Develop and administer new client training to the appropriate teams as
new business is added.
 Working with the Customer Care Supervisors, perform QA monitoring and
develop coaching plans for agent success and to meet department and client
metrics.
 Proactively seek solutions and enhancements to training courses as needed.
 Contribute to high performance teams by collaborating and supporting each
other in achieving and exceeding business goals, metrics, and expectations.
Role Competencies

Prior success in developing a complete training program from scratch
without an existing department or team.
 Ability to work in a fast paced, constantly changing environment without
the need for direct supervision, while maintaining strict deadlines.
 Perform at a high professional level, while maintaining a fun, exciting,
family oriented and collaborative team culture.
 Deliver training that accommodates all types of learning styles,
personalities, and speed of understanding.
 Must be able to multi-task several different projects at a time, while
meeting department goals
Job Requirements

Bachelor's degree in education, instructional design, or related field.
 Proficiency with MS Office
 Experience or competencies in creating all areas of a new training
department.
 Experience in instructional design methodologies.
 Knowledge of adult learning principles.
 Knowledge of PCI and HIPAA regulations a plus.
StoneEagle offers a competitive compensation package based on experience,
an excellent benefits package, and a fantastic work environment that is
high energy, dynamic, and progressive. Because our business is rapidly
growing and changing, you will need to be receptive to a constant state of
change. Our office is located in Richardson near the intersection of
Central Expressway and Spring Valley Road and is across the street from the
Spring Valley rail station.
To learn more about StoneEagle, please visit us at www.stoneeagle.com
To learn more about VPay, visit www.vpayusa.com
For consideration, please email your resume with salary requirements to
vpaycareers@stoneeagle.com