$53,540 - $88,340 yearly
PNM Resources
Albuquerque, NM
JOB DESCRIPTION This is a temporary position and employment is through a staffing vendor. SUMMARY: Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology. Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the...