Manager, Training and Communication

About our company
BMG Columbia House, Inc. is the world's largest direct-to-customer distributor of music and movies. The company's brands include BMG Music Service, Columbia House and CDNow. BMG Music Service is the leading direct-to-customer distributor of CDs and offers over 14,000 titles provided by the four major music groups and over 100 independent record labels to members. Columbia House is the largest direct marketer of DVDs in the United States and Canada with over 9500 titles from which to choose provided by most of the major motion picture studios. BMG Columbia House, Inc. reaches over 16 million music and movie fans via club catalogues and websites (www.bmgmusic.com and www.columbiahouse.com). Based in New York City, the company is part of DirectGroup Bertelsmann.Your tasks
RESPONSIBILITIES:
Develop and maintain an efficient process for disseminating information to internal and external contact centers.
Support and maintain a consistent methodology for hiring new contact center employees.
Optimize use of existing call monitoring software (Witness) and performance management reporting software (AIM Call) to improve overall contact center performance.
Create, maintain and improve member correspondence.
Management and development of multi-site training and communications operation.
Identify, document, and communicate operational best practices to training participants and other employees.
Partner with contact center management to ensure consistent communication and training procedures.
Work with internal customers (i.e. Customer service operations, Continuous Improvement, Member Experience, IT) to identify, document and implement internal best practices for all customer contacts.
Oversight/approval of all changes to existing customer service policies and procedures related to new business initiatives and programs.
Travel between the Contact Centers and/or other locations is required.
Provide consultation and expertise on new initiatives and programs impacting the contact center.
Our requirements
SKILLS REQUIRED:
Ability to make and meet specific commitments on project deliverables.
Strategic thinker who is able to align individual and group prioritization with larger operational objectives.
Ability to negotiate with and influence senior management and peers.
Predisposition for effectively working with collaborative management team and gaining cross functional support/feedback on ideas.
Ability to direct and manage a team of individuals in the face of competing demands and other/outside operational challenges.
Strength and experience in developing skill based training.
Critical thinker/problem solver who can make recommendations on how to improve the communications and training processes.
Proven ability to communicate effectively across all levels.
Project management experience.
Strong written and verbal communications skills with experience in training development.
Ability to proactively identify project impacts to Customer Service and develop implementation plans to support project rollout.
Thank you for your interest in BMG Columbia House, Inc.Submit application to
Please apply directly to BMG Columbia House, Inc. by completing an online application.For more information, please visit our web site at:
www.bmgmusicservice.com
Please Click on the Apply Online button below.
REQUIREMENTS
not specified