Training and Development Manager – Enterprise Holdings St. Louis Contact Center
Enterprise Holdings (EAN Services) has an opening for a training and development manager supporting
our contact center operations in St. Louis, Missouri.
The training and development manager will direct and oversee the assessment of the group's training
and development needs in all business areas. This position will ensure that the design, development,
and implementation of various initiatives and programs are carried out to support the Contact Center's
overall strategic business plans.
This role also will handle recruitment, training and development initiatives for other training and
development professionals within the contact center. This critical leadership position will be vital in
helping us achieve business goals. Our ideal candidate will work closely with senior and departmental
management to develop training and performance improvement initiatives across the group.
Responsibilities:
 Implement and manage the Contact Center's training and development programs that will
support the group’s business goals
 Conduct needs assessment in all business areas and levels to identify performance expectations,
current job skill levels and performance gaps
 Develop measurable training programs for all levels of employees, including new hire,
management trainee and leadership training
 Develop training and facilitation skills of management
 Provide feedback to management on group performance and performance gaps
 Direct needs assessments for all business areas and levels to identify performance expectations,
current job skill levels and performance gaps
 Oversee the design of training materials based upon instructional design methods, adult
learning principles and other training methodologies
 Direct the development of measurable training programs, including follow-up strategies to
reinforce and evaluate transfer of training skills and knowledge to the job, using brand-specific
software
 Ensure the implementation of the Contact Center's training and development programs in
support of their overall strategic business plan
 Provide feedback to management regarding group performance and performance gaps
 Support the development training and facilitation skills of management employees
 Ensure that multiple training programs are coordinated and conducted, including plan for backup assistance when needed
 Direct the facilitation of interactive training sessions that meet the learning needs of a diverse
audience
 Review company training materials to ensure consistency, accuracy, and business relevancy
 Act as a mentor
 Create and implement plans to train and develop training and development professionals within
the center
Skills:
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Strong leadership and motivational ability
Exceptional communication and presentation skills
Strong time management and organizational skills; proven to achieve results
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Advanced skills in coaching, developing, empowering, and evaluating employees
Ability to demonstrate basic knowledge in all business areas with a willingness to expand and
develop a business expertise in all areas
Ability to effectively communicate and establish relationships with employees from diverse
backgrounds, skill levels and business areas
Qualifications:
 Bachelor’s degree required
 Minimum two years training experience in a corporate/business environment
 Minimum three years management experience managing two or more employees
 Advanced skills in developing, presenting and facilitating various training sessions
 Advanced knowledge of instructional design and other training methodologies preferred
 Advanced skill in writing instructionally sound training materials (including tests) and other
complex documentation preferred
 Advanced skills in using computer software (Excel,PowerPoint,Word) and brand-specific
software
 Intermediate skill using Microsoft Access
Apply by visiting: https://us-erac.icims.com/jobs/88234/training-%26-development-manager/job