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Manager of Training & Development - MAG Retail Group
Brand: Motorcycle Superstore
Req#: 172826
Updated: 03/14/2013
Job Type: Full Time Regular
Location: Medford, OR
Category: First/Mid-Level Officials and Manager
Salary: Salaried Exempt
Benefits: Excellent Benefits
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Job Description

 

Primary Purpose of the Position

This position is responsible for the establishment and delivery of strategic training & development programs across for all departments within the organization.  The Training & Development Manager will promote teamwork, build team member capabilities, and provide leadership to support the organization’s objectives to achieve business goals.             

 

Reports to

     Director of Human Resources, MAG Retail Group

 

Department

     Human Resources

 

Location

     Medford, Oregon

 

Key Areas of Responsibility

  • Systems and technology training
  • Customer service and sales training
  • Process training
  • Quality Assurance and Call Monitoring
  • Development of training materials and presentation for 4 locations
  • Direct Supervision of 1 Lead Training Coordinator & 4 Training Coordinators in multiple locations

 

Essential Duties & Responsibilities]

  • Coordinate the development, implementation, and processes related to corporate training programs and educational materials for all departments with a heavy emphasis on Contact Center, retail sales, and distribution center initiatives.
  • Collaborate with key members of the leadership team to ensure in-depth understanding of business needs for team member training needs.
  • Assist with the establishment of a strategic training program and oversee the documentation and enforcement of this strategy as well as the overall coordination and communication of content.
  • Develop tools for evaluating training effectiveness to ensure that the training and development programs are meeting the needs of the business.
  • Establish, implement, and enforce standard procedures and processes around content development and deployment to ensure consistent and well-integrated content structure.
  • Recommend and implement improvements to the training process driven by new objectives, industry standards, new technologies, and internal business needs.
  • Develop and maintain key metrics and reporting statistics for the leadership team and report data as necessary.
  • Maintains a current knowledge of the business, key business processes, and related skill requirements for each department.
  • Keeps department leaders informed of progress with sales trainees and personnel during training period and make recommendations based on training progression.
  • Coordinates potential new hires and training schedules with members of the Human Resources team.
  • Maintains accurate and sufficient documentation of Training and Quality Assurance materials.
  • Develops new training courses associated with the introduction of new products, services, or skills, as well as for the continued development of existing department members.
  • Maintains a thorough knowledge of Contact Center programs, policies, and technology. Ensures that the Quality Assurance staff is meeting monitoring goals set leadership.
  • Continually assesses the customer service/sales skill and knowledge levels of Trainers, Quality Assurance staff, new hires, and tenured department team members.  Oversees the development of training modules/action plans designed to facilitate team member growth toward individual and company objectives.
  • Presents established and effective Sales/ Customer Service training methods, techniques, and ideas as well as continued training courses.

 

Supervisory Responsibilities

  • Assigns duties to Trainers and Quality Assurance staff to complete on a regular basis.
  • Monitors productivity of Trainers and Quality Assurance. Documents areas of improvement as well as positive feedback.
  • Performs team and individual meetings to set goals and expectations as needed.
  • Conducts performance appraisals for coaching and development of Trainers and Quality Assurance staff.
  • Applies innovated motivational techniques within the department.

 

Educational and Experience Requirements 

A 4 year degree is preferred for this position.A minimum of 5 years of directly related experience in training      and development leadership is necessary.  Previous experience in a Contact Center, Distribution Center/Warehouse, and Retail environment is preferred.  Prior experience in motorsports industry is ideal, but not required.

    

Other Special Requirements                                                                   

  • Strong knowledge of adult learning, educational techniques, instructional program design, and best training practices.
  • Demonstrated experience leading teams and motivating employees.
  • Ability to interface at all levels within the organization.
  • Strong leadership and communication skills including attention to detail.
  • Demonstrated project management skills including project initiation, scoping, resourcing, and coordination.
  • Strong organizational skills and ability to plan and implement resolutions to problems.
  • Ability to make effective presentations to all levels of the organization is required.
  • The ability to prioritize and manage multiple projects within deadlines.
  • Ability to work in both a collaborative (team) environment as well as perform independent work is required.
  • Must be able to work in a multi-entity environment.
  • Must be able to travel (up to 50%)

 

 

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