Training Manager - Rancho Cordova, CA

General Summary
With minimal direction, plan, develop, coordinate and execute training and development programs and strategies within a Customer Service
environment.
Essential Functions
Develop and implement all training programs that meet VSP Global’s service requirments, goals & strategies
Effectively manage the vision and purpose for the training department that supports current strategy and action plans
Identify, develop and evaluate new training programs, tools and resources applicable for the Customer Care Division to further develop skills
Partner and colaborate with divisional management teams, cross LOB leaders and other business partners to with design and development
of training modules for divisional and corporate related initiatives/projects
Strategically Identify, plan, organize and execute course offerings and delivery methods for all internal Customer Care training programs,
division and corporate projects
Anticipate and plan for future training needs and deliverables for division and other lines of business

Oversee logistics of training, including locations and supplies
Manage and evaluate trainer performance and infrastructure of the training department
Develop the department budget for manager approval and monitor unit expenses to ensure unit costs are within established levels
Develop, maintain and monitor department quality measurements
Manage and resolve work flow or production issues
Develop and implement training programs to ensure Unit Supervisors and Customer Service Representatives receive appropriate training

Participate in the hiring and interviewing process for open positions within the unit ensuring that the most qualified candidates are selected
Monitor performance of direct reports. Create individual development plans and provide guidance and coaching to support skill and core
competency development. Write and deliver performance evaluations, recommend merit increase. Support trainers with new hire trainee
performance needs.
Develop reporting that is relevant to training accomplishments and effectiveness. Ensure reporting is communicated to the appropriate
audience.
Develop training budget and monitor expenses to ensure costs are within established levels.
Participate in the hiring and interviewing process for open positions within the unit to ensure the most qualified candidates are selected.

Gains needed support from key stakeholders to lead and manage changes to successfully execute the program
Regularly exercises discretion and independent judgment the in performance of his/her job duties
Job Specifications
Typically has the following skills or abilities:
Bachelor’s degree in Business Administration, Management, or related business field
Minimum 12 years of experience in the development, evaluation, and implementation of training programs
Minimum 12 years of Supervisor and/or Managerial experience
Demonstrated facilitation skills
Skilled in strategic and tactical approaches to support current and future business needs
Relies on extensive experience and judgment to plan and accomplish goals
Proven ability to navigate complex situations through organizational landscape and with multiple stakeholders
Strong leadership skills to coordinate and motivate project teams
Adept at financial management to administer budgets across multiple projects and ensure the program meets its requirements for return on
investment, timing and budget
Ability to drive results through informal authority, serve as a consultant to key business partners, and represent users and customers in every
thought and interaction
Proven ability to successfully manage risks/issues at a program level
Ability to elicit cooperation from Senior Management and other departments
Demonstrates ability to be a decision-maker showing balanced consideration of business issues

Excellent written and verbal communication skills and analytical skills
Strong business aptitude and problem-solving skills
Strategic skills to support envisioning work, program planning and forecasting

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