ULTA Salon, Cosmetics & Fragrance inc
Bolingbrook, IL, United States
Manager, Hospitality, Design, Training
Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.
The Training and Quality Manager (TQM) will lead a team of a Communication Specialist and a Quality Specialist to work collaboratively with internal and external Ulta Beauty Guest Services teams to assess and enhance quality, training, and communication programs and materials. The TQM will leverage survey data, quality scores, and other internal KPIs to ensure best-in-class support and to improve the guest experience. This individual will observe and certify CSR trainers. He/she will also role-model facilitation skills, and identify training opportunities based on key metrics, guest comments, feedback from trainees and their supervisors, and routine observation of CSR performance. The Training and Quality Manager will be critical in managing both content and knowledge articles to help drive the consistency in guest experience and operational processes within the contact center.
SCOPE OF RESPONSIBILITY
Responsible for Guest Service training, quality, and communication programs for internal guest services staff and external contact center vendors, the development and delivery of training, managing time-to-proficiency, quality auditing and reporting, oversight of the contact center recruiting process.
PRINCIPAL JOB DUTIES & RESPONSIBILITIES
Deliver an effective contact center recruiting process through our 3rd party provider, using well-defined hiring criteria and recruiting practices to ensure we staff our center with high-performing beauty enthusiasts. Change to retention.
Develop and create effective training programs for service representatives and management on Ulta Beauty products, policies, and practices to ensure a high level of customer support and a positive experience for our guests.
Coordinates with other training organizations within Ulta Beauty (e.g. Store Operations, HR) to ensure Guest Services training practices are aligned and consistent enterprise-wide.
Certify third-party contact center trainers to meet or exceed Ulta Beauty training standards.
Manage the communication process between Ulta Beauty and our 3rd party contact center to ensure timely, accurate, and consistent distribution of information.
Develop and maintain an effective guest and agent facing Knowledge Management system by auditing and updating self-service FAQs, standard templates, and training materials.
Collect data and create reports on the effectiveness of the materials and Knowledge Base processes (e.g. article usage and effectiveness, training adoption and time-to-proficiency rates)
Create the master process & policy documentation for Guest Services (e.g. escalation procedures and guest appeasement processes)
Deliver monthly quality and training trends and plans to improve KPIs to Guest Services leadership, including the agent error feedback, quality calibration performance and quality program initiatives, escalation accuracy error rates.
Maintain a calendar of new hire and ongoing trainings that are targeted toward improving KPIs and leverage contact vendor resources to support improvement.
Manage a ‘Voice of the Agent’ continuous feedback loop to collect feedback, respond back, share out with business partners, and catalog a status until closure for each submission.
3 to 5 years of experience in contact center communications, training and recruiting.
4-year College degree
Communicates clearly, using flawless grammar. Is a skilled writer who can develop and/or edit training and communications materials.
Demonstrates/role-models superior facilitation skill, presenting information in a clear, engaging manner. Accurately reads and responds to the needs of trainees to optimize learning/comprehension.
Able to assess trainer skills and trainee engagement to identify trainers’ strengths and opportunities. Able to coach trainers in a respectful, engaging, effective manner to provide positive and constructive feedback to foster continual improvement.
Consistently manages emotions and responds appropriately/professionally in emotionally charged situations. Demonstrates resilience and persistence when working through challenging/complex issues
Able to review and accurately interpret data to identify opportunities for improvement and implement/oversee the implementation of viable solutions.
Utilizes company tools and resources and builds relationships with colleagues to facilitate learning and continually increase enterprise knowledge.
Partners with colleagues and service providers consistently to achieve better business results, keep each other informed/equipped with the knowledge we need to succeed and help others succeed, support quality decision-making, and build enterprise knowledge.
Exhibits integrity and tenacity in following up punctually and seeing projects, tasks, and assignments through to successful completion.
Speaks up respectfully to communicate information or views that may not be popular or easy to hear
PREFERRED OR SPECIAL POSITION REQUIREMENTS
Contact center Operations Management certification
Instructional design experience
rofessional, fast-paced, collaborative office environment
Travel expectations 15-25%
24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays.
The position is located at our headquarters in Bolingbrook, IL
ULTA Salon, Cosmetics & Fragrance inc
Website : http://www.ulta.com