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Sr Training Manager Member Services Call Center Corona, CA

The Member Services Call Centers(MSCC) Senior Training Manager willLead Training and Development staff, establish and implement strategic plans to support Operations training across our 3 hub sites in California, Denver and Maryland. Ensure department goals are met, training performance is tracked and reported and in compliance with regulatory requirements. Builds strong relationships that foster commitment to working for Member Service Call Centers

Essential Functions:
- Manages Training Operations and staff, to include coaching, developing and addressing employee relations issues. In coordination with Training and Operations Managers support interviews, hires and provides corrective action to staff
- Expected to develop, establish, facilitate and manage training plans, programs and materials for new and existing employees and team members.
- Ensures strategic direction of training programs are aligned with organizational business plan and QA compliance standards and results.
- Drives change, process improvements and cultural transformation and acts as a change leader. Support management development and work with leaders across call centers to share best practices.
- Builds strong relationships that foster commitment to working for Member Service Call Centers.

Qualifications:

Basic Qualifications:
- Bachelor's degree in Education, Business, Psychology, Healthcare or related field, or 4 years equivalent experience in lieu of degree
- Minimum of 7 years of management experience.
- Expert knowledge of training and documentation functional areas
- Demonstrated mastery and application of business and technical judgment to create novel solutions for thought-provoking, diverse and highly complex issues
- Excellent verbal, written, presentation, facilitation, platform and interpersonal communication skills
- Ability to work in a Labor-Management Partnership environment.

Preferred Qualifications:
- Contact Center experience
- Master's degree in Education, Business, Psychology, Health care or related field
- Minimum of 7 years experience managing large training department in a collaborative work team environment

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