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Samsung Electronics America · 2 days ago

Manager, Training ,CS and ePro

Plano, TX

Full-time

Onsite

Mid, Senior Level

6+ years exp

Samsung Electronics America, Inc. is a leader in mobile technologies and consumer electronics. The Training Manager, CS and ePro, will design and implement training programs for customer service and ePromoter agents, ensuring they have the necessary skills to provide exceptional customer experiences.

Manufacturing

Responsibilities

Develop and deliver training programs focused on enhancing the skills of customer service and ePromoter agents

Create engaging and interactive customer service training materials, including presentations, how-to guides, refreshers and time-sensitive deliverables, tailored to agent needs and environments

Manage and mentor a team of training creators to ensure the development and delivery of high-quality, product-specific and sales training materials for Samsung’s lines of business

Evaluate training effectiveness through feedback and performance metrics from agents, through collaboration with site leaders and input from internal stakeholders

Collaborate with the Customer Service and ePromoter teams to identify training needs and opportunities for improvement

Monitor industry trends and best practices to ensure training programs remain relevant and impactful

Qualification

Training program developmentInstructional designLMS proficiencyCustomer service trainingE-learning toolsPerformance improvementProject managementCommunication skillsPresentation skills