Under Armour, Inc. Training Manager, Customer Service (Remote) in Des Moines, Iowa
Training Manager, Customer Service (Remote)
Date: Jan 3, 2022
Location: Remote, US
Company: Under Armour
Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can’t imagine living without.
The Training Manager, Contact Center is responsible for the creation of onboarding and continuous training for UA’s customer service organization in our Americas region.
Essential Duties & Responsibilities
Analyze, design, and deliver training strategy for multi-channel contact center teams for the Americas region (i.e., U.S., Canada, Mexico)
Develop an onboarding training strategy to accelerate new and seasonal hires to technical competence while accounting for a virtual workforce
Build a curriculum for existing teammates for the purpose of elevating customer satisfaction scores and improve retention
Participate in a large-scale system’s change and support the transition with learning and change management solutions including the documentation of facilitator guides
Works collaboratively with outsourced partners in Panama and the Philippines to Train-the-Trainer and develop materials for continuous training
Collaborate with Recruiting, IT, and other business partners to simplify and improve onboarding
Partner with the Contact Center Leaders, HRBP, and Global Talent Management organization to develop strategies to identify and retain high potential talent
Partner with stakeholders in the North America Direct-to-Consumer (DTC) organization to develop strategies to achieve sales goals, increase conversion and product knowledge
Qualifications (Knowledge, Skills & Abilities)
Confidently articulates complicated information in a concise manner and effectively facilitates discussions
Utilizes knowledge of UA's operations to drive high-impact projects that contribute to financial performance.
Identifies opportunities for improvements within own work and cross-functionally
Uses data to support business recommendations and decisions
Ability to be agile and multi-task
Fantastic organizational and time management skills
Meticulous attention to detail
Education And / Or Experience
Bachelor’s degree from an accredited college or university
Strong knowledge of training principles, methodologies (e.g., ADDIE), and adult learning theory with evidence of creative instructional design skills for a virtual workforce
Experience performing related duties for a customer service center, sales center, or similar environment where it is critical to building technical competence quickly in a high turnover environment
Location: This position is fully remote
Travel: Occasional travel to global headquarters in Baltimore, MD as needed
Advanced user of Microsoft Office applications (e.g., Publisher, PowerPoint)
Experience in course development software (e.g., Articulate Storyline, Adobe Captivate) a plus
Visual design skills (e.g., Dreamweaver, Photoshop, Illustrator, InDesign) a plus
Salesforce Service Cloud a plus
- No relocation provided
At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Learn more about Under Armour’s COVID-19 response and Teammate vaccination policies _here. (https://about.underarmour.com/news/2021/08/under-armour-delays-return-campus-early-2022)_
Under Armour, Inc.
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