The purpose of this position is to manage a team whose responsibilities will include: provide customer service skills and process training, conduct quality monitoring and audit all processes, including security audits. The goal will be to provide on-going recommendations for continuous improvement in the training provided to employees and CSC management. This improvement will be identified through the quality monitor and audit process to ensure training is applied consistently and effectively. The improvement is accomplished by directing a team to identify training needs/skill sets, develop training materials and monitor customer calls. The position will also manage all training preparation such as secure training sites, resources, materials and other duties that would enhance the facilitation of the training and development process. In addition, this manager will audit training classes, manage risk and security in the CSC, and manage CSC process, security, and quality auditors. Other duties include assisting with CSC manager functions, coaching, assisting with hiring and interviewing, and maintaining all records.
Manage a team of people whose responsibilities will include providing service skills training, process training, development of training materials, quality monitoring, process audits, and security audits.
Coaches team members, employees and fellow managers on issues related to training, audit, and security.
Performs audits, training, and hiring on occasion.
Co-author and implement quality control procedure manual for conducting day to day operations, tests and inspections of products, services, or processes to evaluate quality and performance.
Promotes quality achievement and performance improvement throughout the organization.
Coordinate and lead staff across CSC departments by driving the group to plan, formulate and agree on comprehensive quality procedures.
Ensures tests and procedures are properly understood, carried out and evaluated, to include researching product modifications as appropriate.
Meets deadlines with flexibility in order to complete the job.
Provides functional leadership and support by providing technical assistance and training to staff and management.
Develops key quality assurance performance metrics and goals as well as a management reporting process.
Identifies training and development needs within the CSC organization.
Manages the delivery of training and development programs by devising a training strategy for the CSC organization.
Documents training results and audits by preparing reports, maintaining files, and presenting the results to higher level managers and directors.
Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor’s degree or equivalent. Four years experience in the work related field is considered equivalent.
Over three years up to and including five years.
Work requires supervising and monitoring performance for a regular group of employees or department including providing input on hiring/disciplinary actions and work objectives/effectiveness, performance evaluations, and realigning work as needed. A first line supervisor typically performs these functions.
Human Collaboration Skills
Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
Freedom to Act
Receives General Direction: The employee normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance is reviewed periodically.
Skilled: Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
Prepares budget documents; and does research to justify language used in documents for a unit or division of a department. May recommend budget allocations.
Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
Valid driver's license, demonstrated presentation skills utilizing Power Point.
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