Training Center Manager jobs in Huntington Beach, CA

Training Center Manager manages all operational activities of the training center including staffing, facilities, and coordination with vendors and suppliers. Develops corporate training center strategies and initiatives that reflect the organizations goals. Being a Training Center Manager prepares business plans that support the operation of the center and adhere to budget. May collaborate with educational institutions to provide additional or specialized training. Additionally, Training Center Manager may be responsible for supervising trainers and instructors. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Training Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Training Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)

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Contact Center Training & Quality Manager
  • WSP USA
  • SCENIC AVE, CA OTHER
  • This Opportunity

    WSP is currently initiating a search for a  Full-Time Contact Center Training & Quality Manager .  This position will be based out of Costa Mesa, CA.

    The Training & Quality Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center; primarily Quality Assurance and Training. Other Support functions could be rolled into the department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved. This position is full-time and will require some evening and weekend schedules throughout the year to support the team. The position requires full-time in-office presence at the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions.  Six Sigma and curriculum development experience is helpful. Training/QA Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company. 

    Your Impact

    • Manager Responsibilities: Manage staff of Training/QA team; occasionally step in to manage team members in other departments. Ensure hours of coverage, pay, and development is effective, accurate, and timely. 
    • Plan the work and manage the department to meet the goals of the Key Performance Indicators (KPIs) of the Service Center (Call Center, QA, Training, etc.). 
    • Integrate Knowledge Management System with New Hire Training curriculum. Maintain updates. 
    • Initiate new, improved Quality evaluation methods and tools. 
    • Perform training and QA duties when coverage and additional resources are needed. 
    • Report monthly on Operations Support accomplishments and performance impacts.
    • Identify and assess current and future training needs through performance analysis and consultation with line managers, and Supervisors. 
    • Observe and coach Trainers and QA team members. 
    • Monitor and evaluate training program’s effectiveness, success, and ROI periodically (and report).
    • Responsible for all employment decisions within Training/QA department and final approval by.   
    • CSC Manager - Oversee staff development tracking and corrective action tracking and documentation of the team. 
    • Annually re-evaluate QA/Training department standards for bonus levels as well as corrective action guidelines 
    • Approve all time sheets weekly and bonus data monthly. 
    • Perform various projects as assigned by CSC Manager (trending performance, new hire ramp-to-proficiency, trainer effectiveness, etc.) 
    • Maintain continuous updates to Training programs and procedures, QA program and procedures, Knowledge Base, and Standard Operating Procedures (SOPs) related to IP, AAA, and CC. 
    • Coordinate with IT on all UAT needs and schedules; ensure training environment is updated and available for new hire classes. 
    • Coordinate with other department managers, and supervisors on all performance issues 
    • Performs various clerical functions to include filing, handling deliveries, etc.  
    • Perform related duties as assigned by Customer Service Center Manager.
    • Maintain compliance with all company policies and procedures. 
    • Ability to adhere to attendance requirements.

    Who You Are

    Required Qualifications

    • Bachelor's Degree in relatable discipline or additional years of experience in lieu of degree.
    • 5-7 Years of related experience.
    • Minimum of (24) months experience in managing a high volume omni-channel Contact / Service Center. 
    • Minimum of (24) months experience in managing a Quality Assurance/Training department in a high call volume environment.
    • Experience with QA software; Calabrio One, NICE CXone, Genesys Cloud CX, CallMiner Eureka- highly preferred.
    • Track record in designing and delivering effective training programs – 3-year experience. 
    • Experience measuring quality in a contact center – 3-year experience.
    • Experience effectively implementing and managing document control processes (training programs, policies/procedures, knowledge base, etc.) 
    • College Degree preferred. 
    • Ability to make sound decisions quickly in a fluid work environment. 
      Strong interpersonal skills and the ability to communicate with many different levels of employees.  
    • Excellent written and verbal communication skills 
      Requires proven leadership and time management skills, dependability, and initiative. 
    • Ability to pioneer initiatives 
    • Ability to work well with all employees, client, and customers. 
    • Ability to work independently. 
    • Ability to work under pressure, meet deadlines and be accountable for the performance of others. 
    • Experienced in meeting and exceeding metrics and goals. 
    • Strong ability for problem solving, effectively analyze results. 
    • Lean Six Sigma experience desirable. 

    Preferred Qualifications

    • High Volume Contact Center Experience highly preferred.

    Physical Demands

    • Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.

    WSP Benefits: 

    WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. 

    Compensation

    Expected Salary (all locations): $97,800 - $139,000

    WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

    #LI-AC1

  • 2 Days Ago

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Contact Center Quality Assurance and Training Manager
  • WSP Global
  • Costa Mesa, CA FULL_TIME
  • This Opportunity WSP is currently initiating a search for a Full-Time Contact Center Quality Assurance and Training Manager. This position will be based out of Costa Mesa, CA. The Quality Assurance (Q...
  • 1 Month Ago

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Director in Training - Child Care Center
  • Learning Care Group
  • Laguna Niguel, CA FULL_TIME
  • Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what y...
  • Just Posted

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Center Director In Training - OC Float
  • C2 Educational Systems Inc
  • Mission Viejo, CA FULL_TIME
  • Center Director in Training Base Salary: $66,560- $70,000 Onboarding Bonus potential (if goals are met): $5,000 one-time bonus About C2 Education At C2 Education, we believe in our students and their ...
  • 8 Days Ago

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Training Manager
  • QSC, LLC
  • Costa Mesa, CA FULL_TIME
  • Overview The Training Manager works under the supervision and direction of the Senior Training Manager, but operates autonomously to conduct regularly scheduled Q-SYS live classroom trainings (includi...
  • 23 Days Ago

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Manager in Training
  • Buck Mason
  • Newport, CA FULL_TIME
  • The Manager in Training role is a Development Role within the Buck Mason Brand. The role consist of thirty days of in-depth training of the Buck Mason brand and Selling Culture. At the end of the ment...
  • 2 Days Ago

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0 Training Center Manager jobs found in Huntington Beach, CA area

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Assistant Director, Research Post-Award
  • University Of California Irvine
  • Irvine, CA
  • Job Opening ID: 64927 Reports To: Professor, Environmental and Occupational Health Working Title: Assistant Director, Re...
  • 3/28/2024 12:00:00 AM

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Apprentice Jeweler - Signet Jewelers - Los Cerritos Center - Los Angeles, CA
  • Signet Jewelers
  • Cerritos, CA
  • We have many opportunities available on our other career site pages. Click here to link to our careers page! Join our Fi...
  • 3/28/2024 12:00:00 AM

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HVAC Instructor
  • IEC - Garden Grove
  • Garden Grove, CA
  • Job Description Job Description **Teaching experience not required if you are an expert in the field. We will train!** U...
  • 3/27/2024 12:00:00 AM

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Assistant Camp Director, Laguna Niguel
  • Camp Galileo
  • Laguna Niguel, CA
  • Job Description Job Description Company Description Galileo is a nationally recognized summer day camp that’s all about ...
  • 3/26/2024 12:00:00 AM

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Dean of STEM
  • Novel Prep
  • Irvine, CA
  • Job Description Job Description Responsibilities: Strategic Leadership: Develop and implement a strategic vision for the...
  • 3/26/2024 12:00:00 AM

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Elementary Substitute Teacher
  • CALVARY CHAPEL OF COSTA MESA
  • Santa Ana, CA
  • Job Details Job Location Calvary Schools - Santa Ana, CA Salary Range $16.00 - $16.00 Hourly Job Category Education Desc...
  • 3/25/2024 12:00:00 AM

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AFTER SCHOOL PROGRAM COORDINATOR - ORIZABA PARK (RECREATION LEADER SPECIALIST VII N/C)
  • City of Long Beach
  • Long Beach, CA
  • AFTER SCHOOL PROGRAM COORDINATOR - ORIZABA PARK (RECREATION LEADER SPECIALIST VII N/C) Print (https://www.governmentjobs...
  • 3/25/2024 12:00:00 AM

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SUPERINTENDENT - ANIMAL CONTROL
  • City of Long Beach, CA
  • Long Beach, CA
  • Salary: $115,000.00 - $150,000.00 Annually Location : City of Long Beach, CA Job Type: Unclassified - Full-Time, Permane...
  • 3/24/2024 12:00:00 AM

Huntington Beach is a seaside city in Orange County in Southern California. The city is named after American businessman Henry E. Huntington. The population was 189,992 during the 2010 census, making it the most populous beach city in Orange County and the seventh most populous city in the Los Angeles-Long Beach-Anaheim, CA Metropolitan Statistical Area.[citation needed] Its estimated 2014 population was 200,809. It is bordered by Bolsa Chica Basin State Marine Conservation Area on the west, the Pacific Ocean on the southwest, by Seal Beach on the northwest, by Westminster on the north, by Fou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Training Center Manager jobs
$122,540 to $172,962
Huntington Beach, California area prices
were up 3.0% from a year ago

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