Business Tech Support Training Manager

Business Tech Support Training Manager

Job Description

Responsible for coordinating course delivery and/or delivering instructions to contractors and attendees on tasks, products, policies, and procedures associated with specific job titles. Instructional subject matter varies according to the needs of the client, involves specific skill sets and utilizes various virtual communication tools.

Participates in discussions to determine training needs. May coordinate with internal clients and instructors to deliver internal training programs. May be required to provide instruction to external customers on the use of various equipment, products and or services. May be required to maintain training labs and/or provide classroom support to ensure materials, equipment, etc., are in place for training sessions. May lead courses for a variety of clients, partner with clients to achieve common revenue/service goals and works closely with design personnel to develop and maintain course materials. May facilitate courses to develop skill sets in engagement, planning, performance management, customer attentiveness, attendance management, and communication skills. May provide feedback on instructor delivery, content, or other aspects of a training course. May conduct train-the-trainer sessions for other instructors and provide coaching to students and contractors on creating development plans and monitoring progress.

Overall Purpose: Responsible for coordinating course delivery and/or delivering instructions to contractors and attendees on tasks, products, policies, and procedures associated with specific job titles. Instructional subject matter varies according to the needs of the client, involves specific skill sets and utilizes various virtual communication tools.

Key Roles and Responsibilities: Participates in discussions to determine training needs. May coordinate with internal clients and instructors to deliver internal training programs. May be required to provide instruction to external customers on the use of various equipment, products, or services. May be required to maintain training labs and/or provide classroom support to ensure materials, equipment, etc. are in place for training sessions. May lead courses for a variety of clients, partner with clients to achieve common revenue/service goals and works closely with design personnel to develop and maintain course materials. May facilitate courses to develop skill sets in engagement, planning, performance management, customer attentiveness, attendance management, and communication skills. May provide feedback on instructor delivery, content or other aspects of a training course. May conduct train-the-trainer sessions for other instructors and provide coaching to students and contractors on creating development plans and monitoring progress.
Required Qualifications:
· On-site (Houston, Tx) training is required
· Excellent leadership, interpersonal, organizational and communication skills
· Able to interface with all levels of management
· Excellent written and verbal communication skills.
· Demonstrate effective communication and presentation skills
· Strong Personal Computer Skills
· Demonstrates ability to create and deliver information in a variety of formats utilizing Microsoft Office
Desired Qualifications:
· Excellent training platform and facilitation skills, as well as one-to-one coaching skills
Experience :
· Typically 2-5 or more years of experience in Call Centers is required.

Education : High School diploma or GED. Preferred Bachelor of Science or Arts.

Provisions listed in this Job Description may be changed or modified by TouchPoint Strategies without prior notice, at any time at the Company’s sole discretion.

If interested, please contact Sheldon DeBraine at SDebraine@haul.org for more information on how to apply!