Enterprise Information Services, Inc.

  • Curriculum Design & Delivery Training Manager

    Job Location US-TN-Millington
    ID
    2018-3746
    # of Openings
    1
    Targeted Job Start Date
    3/4/2019
  • Overview

    Support the MyNavy Career Center (MNCC) Contact Center that provides contact center support for sailors, recruits, Navy families, reservists, retirees, veterans, and the general public. The Contact Center provides confidence in our customers that the Navy delivers quality customer service.

     

    Support services are focused on resolving inquiries, transactions, and requests relating to the complex nature of Human Resources (HR)-related topics across the broad spectrum of payroll, employment verification, benefits, travel, personnel development, training, recruiting, enlisting, retirements, separations, extensions, re-enlisting, mobilization and de-mobilization pay and disbursing operations, locator services, career management, and selection boards which represent the full hire-to-retire lifecycle for the Navy. Work will be performed in Millington, TN.

    Responsibilities

    The Training Manager is responsible for developing, implementing, and overseeing new hire, employee life-cycle, and refresher training. He/she is responsible for the professional development, scheduling, and ongoing updating, improvement, and facilitation of regular informational and educational sessions of customer service staff via in-person and online (webinar, video conference, etc.) training sessions/seminars. This key role leads the communication and reinforcement of required knowledge, behaviors, and service excellence through training, contact monitoring, and coaching/feedback. He/she will be responsible for identifying opportunities to improve training and performance.

     

    Duties:

    • Establish excellent working relationships with customer and all program partners
    • Present lectures and provide facilitation for new hire, employee life-cycle, and refresher training
    • Able to memorize materials and deliver training
    • Interface with all levels of management and Contact Center personnel
    • Use interpersonal skills to develop relationships and engage with people quickly
    • Speak effectively before groups of customers, employees, or organizations
    • Manage complex issues and prove effective solutions

    Qualifications

    Education

    • Bachelor’s Degree

    Clearance and Certifications

    • Possess IAT Level I Certification.  One required; A+CE, CCNA-Security, Network+CE, SSCP or higher
    • Active DoD Secret Clearance

    Experience and Skills

    • Minimum five (5) years training design and delivery experience required
    • Contact Center experience
    • Understanding of Computer Telephony Integration (CTI), telephone operations and staffing systems, e-mail management, Interactive Voice Recognition (IVR), Voice over Internet Protocol (VOIP) and CRM applications.
    • Proficient with Microsoft Office Programs

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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