The Head of Training & Customer Service Excellence is responsible for leading training, quality assurance and customer service excellence teams that directly support the operations side of the business. This person is responsible for the strategic and tactical management associated to training all operations support personnel both within MoneyGram and Outsourced Call Centers. The incumbent oversees design, development and delivery of training and quality assurance programs that are aimed at continuously adding value to and improving business performance as well as driving ongoing team efficiencies through utilization and interpretation of quality measurement results. In addition, ensures customer service processes are being constantly monitored and improved across operations teams by utilizing available data sources to manage, analyze and report customers service trends as well as lead key initiatives and projects around new CX related tools implementations, relevant trainings, and benchmarking. Management of LMS (Learning Management System) platform and updating and maintaining all knowledge management (Salesforce) applications.

Primary Responsibilities

• Ensure the design, development, implementation, and administration of appropriate training model for customer service representatives to support efficient transition to production.
• Ensures the establishment of quality performance standards.
• Timely response to audit requests.
• Ensures that owned training content is kept up to date and consistently used across the call centers.
• Partners with product teams to ensure any new product or process release is supported by updated training content.
• Informational management on any update impacting all call center locations ensuring timely and accurate delivery.
• Works with outsourcing call center vendors on delivering new content.
• Reports and monitors progress of all trainings.
• Updates and maintains Salesforce knowledge base that support call center representatives.
• Ensures utilization of industry best practices.
• Responsible for Quality oversight and liaison with outsourcer Account Managers, Operations Managers and internal coordination with MGI groups.
• Increased responsibilities around CSAT including overseeing all survey results associated to all Operations departments.
• Implementation of a new customer survey platform (Qualtrics) which includes sunsetting our current application, developing requirements for the new tool and completing the rollout. Once implemented developing a tactical plan on managing the day to day activities.
• Expanding on and building new relationships with Operational departments including working closely with teams in Minneapolis and Dallas.
• Ensures high quality customer service through effective hiring, training, coaching and employee development.
• Manages staff performance by setting performance targets and internal benchmarking levels.
• Budgets preparation and project tracking, reporting, and stakeholder coordination.
• Perform other duties as assigned.

Qualifications

Education

• Bachelor’s degree or combination of equivalent experience and education in a relevant discipline.

Experience

• 7+ years of experience establishing training policies and procedures.
• 7+ years of experience establishing online training infrastructure.
• Experience establishing quality performance metrics for use in large scale customer contact environments.
• Familiar with high specification Learning Management Systems and CRM capabilities.
• Experience developing and adapting content and methodologies.
• Experience managing a team with the ability to effectively manage, motivate and develop to ensure optimal skill sets and results.

Essential Skills

• Strong verbal, written communication and presentation skills; including influencing, group facilitation and persuading others.
• Able to deliver polished and professional face-to-face training.
• Able to ‘train-the-trainer’.
• Excellent and proactive customer service skills.
• Ability to produce detailed reports as well as top-level executive summaries and presentations highlighting critical issues.
• Long term/strategic planning and budget planning/analysis skills.
• Ability to build rapport.
• Ability to influence others to ensure issues are resolved.
• Strong planning and project management skills.
• Excellent computer competency – knowledge of Microsoft Office and operating systems.
• Able to work in a culturally diverse and changing environment.
• Fluency in English (verbal and written) is essential, additional languages an advantage.
• Prior exposure delivering/creating training across multiple countries would be highly advantageous.