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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Training Manager - Remote

Location: Columbus, OH

The Training Manager will manage the training department and be responsible for planning and implementing the training programs in connection with the call center goals and corporate initiatives. The Training Manager will work closely with the Trainers, ensuring their team is always up to date with functionality knowledge which will require working closely with operations and the corporate team. This position assesses company-wide developmental needs to drive training initiatives and identifies and arranges suitable training solutions for employees. This position actively searches, creatively designs, and implements effective methods to educate, enhance performance and recognize performance.

Job Duties:

  • Plan, coordinate, and conduct training for new and existing personnel. Activities may include but are not limited to: securing training space, classroom set-up, securing training resources, and collection and entry of training data.
  • Review new and existing training programs; suggest enhancements and modifications to improve engagement, learning, and retention and/or to meet the changing needs of the client and the organization.
  • Develop training and development programs, objectives and maintains training calendars.
  • Obtain, develop, and modifiy effective training materials utilizing a variety of media.
  • Participate in the hiring of training associates and oversees all daily activities for the department.
  • Identify performance gaps, causes of the performance gaps, and provides solutions and recommendations to the Operations team.
  • Initiates coaching to trainers and trainees regarding job performance and quality assurance to employees after training.
  • Research and answer inquiries from Contact Center personnel to improve knowledge and understanding to aid in job performance.
  • Manage the evaluation of the effectiveness of training based upon formal and informal feedback from trainers, customers, and end-users.
  • Conduct follow-up studies of all completed training to evaluate, measure and track results.
  • Conduct annual training and development needs assessment.
  • Maintains knowledge of new methods and techniques for training, and training requirements applicable to the organization and/or industry.
  • Identify problems and opportunities such as operational changes or industry developments that training could improve.
  • Exemplify the desired culture and philosophies of the organization.
  • Has a solid understanding of company policy and procedures.
  • Participate in programs to recognize and reward quality performance.
  • Perform all other duties as assigned.

Classification:  Full-time, Exempt

Operation Hours:  8 AM - 5 PM, Mon. - Fri.

Location:  Virtual based

Salary:  $68K - $79K + Benefits

Job Requirements:

  • Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training 
  • Training experience within the last 5 years to include supervisory experience
  • Minimum 3-year experience with the delivery of classroom training or other formal presentations where that is the major job responsibility
  • Minimum 3 years of experience designing and implementing training programs utilizing multiple platforms
  • PC Proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint
  • Conduct weekly conference calls, workgroups, and meetings
  • Problem-solving and organizational skills
  • High degree of flexibility and ability to effectively prioritize and complete multiple tasks
  • Excellent presentation and public speaking skills
  • Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
  • Professional demeanor and attitude
  • Flexibility and willingness to perform other duties as assigned
  • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation.
  • Ability to travel 30%

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Investigation and Skills Assessments Required

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, People Skills, Supports Diversity, Professionalism, Organization, Team Oriented, Training, Customer Service, Coaching, Planning, Coordinating, Evaluation, Learning, Flexibility, Effective Communication Skills, Strong Presentation Skills, Public Speaking

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K.  Additional ancillary benefits will be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation, and gender identity.

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