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Career Definition of a Customer Service Training Manager
Customer service training managers work on behalf of companies to provide training for employees who assist customers in person, on the telephone, through the mail, or online. Their goal is to ensure that the training programs in place meet the needs of existing and new staff. As company expectations change or policies are created, customer service training managers play a role in ensuring that the appropriate staff members receive relevant training so that they can perform according to company expectations.
Part of their job involves overseeing the instructors who lead the programs. They also process feedback and evaluate the effectiveness of training programs. They then work to modify existing programs to improve them or create new programs. Their duties can include establishing a budget, reviewing potential training materials that they may use and producing new training materials.
|Educational Requirements||Bachelor's degree|
|Job Skills||Organizational skills, communication strengths, analytical abilities, budgeting skills, mathematical strengths, leadership abilities|
|Mean Salary (2016)*||$105,830 (training and development managers)|
|Job Outlook (2016-2026)*||10% (training and development managers)|
Source: *U.S. Bureau of Labor Statistics
In order to pursue a career as a customer service training manager it is necessary to attend college and earn a bachelor's degree. Completing studies in education may be an asset. Other majors that aspiring customer service training managers can consider include human resources and psychology. Training managers are typically expected to have relevant work experience to advance to a managerial role, and they may help increase their advancement opportunities by earning a master's degree. They may also consider earning relevant certifications, such as those offered by the Association for Talent Development.
Customer service training managers must have good interpersonal skills to interact effectively with the staff they supervise and to solicit feedback on training programs in order to make improvements. This means that they need to be approachable. Communication skills are important to create training information that clearly expresses the intended meaning and so staff members understand the material. Their work involves budgeting skills in order to manage their department's expenses for projects, and they must also have strong analytical abilities in order to process feedback and relevant information, such as performance evaluations, that can help determine how to improve programs.
Career Outlook and Salary
On the U.S. Bureau of Labor Statistics (BLS) website, customer service training managers are grouped with training and development managers. As of 2016 the BLS reported the median annual income for these professionals was $105,830. The expected job growth rate the BLS reported for these professionals is 10% from 2016 to 2026.
Individuals often become training managers after they have acquired experience working as an instructor, and individuals who are interested in becoming a customer service training manager may opt to consider careers that can hone their teaching skills. Links to information about a number of career options that involve instructing or training others are provided here.