Team Manager, Class Job in Jacksonville 75766, Texas US
Manages employees during training to ensure support professionals meet competency development goals, attendance requirements, overall performance standards.
Possesses the ability to deliver a diverse set of educational programs including technical, soft skill and systems education.
Responsible for the development, and delivery of client focused training to address the new hire, product update and recursive training requirements of Stream's Support Professionals.
Develop curriculum that will help in understanding different aspects of policies, procedures, systems, or skills requiring instruction.
Manage and assess student performance.
Coach, deliver feedback and monitor student progress toward performance standards during Stream Line process and recursive training.
Work with Human Resources to enforce discipline regulations.
Work with Training Manager to resolve personnel issues in a professional and timely manner.
Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency.
Document issues, actions taken and plan for follow-up for support professional's HR file.
Evaluate the effectiveness of new hire and ongoing training in partnership with Operations.
Daily tracking of SP performance during new hire training, including attendance, assessment scores, and classroom participation.
Transition performance information to team manager of the employee at completion of new hire training.
Administer payroll in accordance with company policy and procedures.
Prepare and present training materials through lecture, hands on demonstrations, and supporting activities for technical, customer service and sales accounts.
Create curriculum or training process modifications to training management on the basis of internal customer feedback and/or quality results.
Participate and contribute to the continuous improvement of curriculum and department policies and procedures.
Determine learning objectives of instructional materials and organizes them into logical learning sequences based on needs analysis results.
Create Lesson Plans in conjunction with client specific training modules and corresponding training roadmaps.
Produce instructional materials for various instructional delivery methods including: computer-based training, interactive, classroom training and written job aides Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, surveys, and revises programs based on results of evaluations.
Assist Training Manager in skills assessment of training staff via classroom monitoring and feedback.
Provide project leadership in support of curriculum development and process improvement activities.
Participate in client Train the Trainer sessions.
Acquire and maintain certification in Stream's Instructor Certification Program.
Complete 4 hours of customer calls to maintain current knowledge of customer issues.
Meet Class Manager KPIs.
Provide floor support and additional training to new hire Support Professional to ensure Stream Line step goals are achieved.
Attend weekly Trainer calls Maintain knowledge on changes to client products, services, polices & procedures.
Deliver Associate Training certification.
Experience in managing teams of people Skill in providing an exceptional customer experience Skill in creating curriculum development material Knowledge of creative training techniques, adult learning and accelerated learning Ability to demonstrate a professional demeanor at all times Demonstrate effective communication skills in multiple settings Posses a strong understanding of current technology Ability to maintain a high level of energy when facilitating a class Knowledge of adult learning theory Ability to work with minimal guidance or supervision in a time critical environment Ability to be flexible and quickly adapt to changing business needs and processes Ability to work staggered support hours Ability to travel on a periodic basis (approx.
5%) Bachelor's degree with a minimum of 3 years related experience Equivalent education or experience may be substituted for any of the above