Mgr-Workforce Dev

A career with Verizon Wireless is not like a career anywhere else. Our dynamic, innovative, high-growth environment, combined with a genuine desire to make success achievable at work and in life, translates into award-winning training and benefits, a strong commitment to diversity, and exceptional opportunities for professional growth for every member of the Verizon Wireless team. A respected industry leader, Verizon Wireless is home to the most reliable network, quality products and services, and customer service that is second to none. As we work to stay at the leading edge technologically, we remain committed to offering customers across the U.S. the most reliable service on the nation's best wireless voice and data network, and offering employees unlimited opportunities to excel. Job Description Mgr-Workforce Dev p { font-size: 11px; font-family: Arial, Helvetica, sans-serif; line-height: 12px; } Responsibilities **********************Position can be based from any manjor VZW location**************************General Summary: The Manager is responsible for curriculum development efforts focused on the Customer Service/Consumer channel. The manager is a critical position on the Workforce Development Systems, Policy, and Operations Training team and will be responsible for interacting with headquarters, area and regional management in an effort to align training development with the business needs. The manager will document and build training curricula to support key aspects of the business in the achievement of their Key Performance Indicators. Duties and Responsibilities:Supervise and manage a development staff responsible for systems training programs for Customer Service. Manage development of systems, policy, and operations training materials for Consumer systems/tools and enhancements, in addition to any company-wide customer service initiatives. Materials to include; instructor led leader and participant guides, job aids, on-line learning vehicles, self-paced instructional manuals as well as certification and presentation materials. These materials will be utilized nationally. 40%Project Management responsible for managing systems, policy, and operations training programs/CD requests for the Consumer channel. Program management duties include owning a specific program from start to implementation, project planning, curriculum development, training delivery, manage and perform train the trainer sessions and measuring results pre/post implementation. 60%Act as primary training resource to Area Training Leaders, spend appropriate amount of time in the field with customers to reinforce key learings from training, attend training meetings, identify training needs/strategies and regularly provide team updates with regard to material development and implementation. Serve as informational resource for Area Training Directors, Area Curriculum Liaison Teams and Area Trainers for consumer system enhancements impacting their positions - defining materials, delivery dates and implementation plan. Supervise analysis of system processes and procedures for the consumer and makes recommendations for training material content and design.Lead evaluation of systems training materials for impact, usefulness and value. Oversee revision/updating of systems training materials as needed, including any/all enhancements, procedural changes and system revisions.Partner with other internal training organizations to ensure commonality of direction, sharing of information, effective linkages and clear roles and responsibilities.Travel required 25% for team meetings, train-the trainer sessions and customer visits.Strong proficiency in MS Office applications; internet/intranet skills.Exposure or some proficiency in on-line learning applications.Ability to handle multiple tasks concurrently.Continuous improvement mindset. p { font-size: 11px; font-family: Arial, Helvetica, sans-serif; line-height: 12px; } Qualifications Bachelor's degree in Education or Business Administration, or equivalent customer service experience.3-5 years wireless experience.2-4 years management experience.Experience with customer service/consumer systems including ACSS, MTAS, MARS, TOPS, Treasury Image Archive, VZWMap, My Account/Self Serve, Rockwell and PPA. An in depth understanding of customer service processes including new hire programs.In depth knowledge and experience in delivery and/or curriculum development for customer service and their systems. Successful experience in managing multiple projects in a fast-paced environment. Experience in large and/or complex projects across cross-functional teams is beneficial.Requires strong time management, project management and multi-tasking skills.Strong developed writing/course development skills.Requires strong interpersonal, negotiation and stakeholder communication skills.Strong analytical, organizational and project management skills with the ability to manage and prioritize multiple projects.Ability to design feedback and measurement tools. We are an equal opportunity employer m/f/d/v. It takes dedicated, hard-working people like you to provide the nation's best, most reliable wireless network. That's why we offer some of the best benefits around. And the best part is, the day you start is the day your medical/dental/vision/life insurance, paid vacation, training and tuition reimbursement benefits start.We also know how important work/life issues are in today's marketplace. And we reward you with competitive time off and employee assistance programs so you can manage work with the rest of your life. We are an equal opportunity employer. m/f/d/v Career Video http://www.view-career-video.com/videos/vzw/ Careers Site http://www.verizonwireless.com/b2c/aboutUs/careers/index.jsp Privacy Statement