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The Trainer is responsible for organizing, planning and managing all Customer Care training programs on site and at vendor locations. The incumbent will manage the vendor/partner relationship, manage the training team and coordinate training projects to ensure successful completion and ongoing support.

ESSENTIAL FUNCTIONS

• Facilitates classroom training and activities for new hire training classes, recurrent training classes and individualized or small group coaching sessions. Adjusts these training and coaching sessions and activities according to the department’s needs
• Conduct ongoing QA assessment and coaching for agents on site
• Monitors and assesses employees performance and recommends strategies for improvement
• Maintains records of training and coaching activities and employee progress. Monitors effectiveness of programs, and suggests and implements improvements/refinements where needed
• Develops and participates in the design and upkeep of training curricula and programs
• Develops and maintains training records
• Proactively conducts periodic skill gaps assessment and identifies recurrent training needs
• Develops quality measurement tools such as training evaluations and surveys to measure the quality of the training program and to measure the training staff’s performance and recommends strategies for improvement
• Acts as a liaison between training staff and supporting departments
• Will need to support Customer Care Operations when necessary (take phone calls and reply to customer e-mails).  Position would be looked to set positive example and support all customer contact points.

JOB QUALIFICATIONS

• 4 year degree or related work experience
• 3-5 years management experience a plus
• Excellent Time Management Skills
• Knowledge of Project Management
• Excellent written, communication and presentation skills
• Ability to use email, Microsoft Office and software as needed
• Highly organized and motivated; works well under pressure
• Ability to travel with short notice and possible extended periods of time
• Effective problem solving skills
• Strong interpersonal skills
• Requires advanced knowledge of instructional design, human performance improvement, adult learning theory and industry advancements
• Proficiency in needs assessments and development of appropriate training plans
• Demonstrated ability to manage multiple projects simultaneously
• Successful Sales and Customer Service training and communications background required
• Ability to provide high quality training resulting in increased knowledge and improved performance in the participants
• Knowledge of online curriculum development preferred.

About eHarmony:

Pasadena, Calif.-based eHarmony (www.eharmony.com) launched in 2000 and is the Internet’s No. 1 trusted relationship services provider. eHarmony creates compatible matches based on traits that are scientifically proven to predict happier, healthier relationships. With over 20 million registered users and 10,000-15,000 new users registering daily, eHarmony’s highly regarded singles matching service is a market leader in online relationships. On average, 236 eHarmony members marry every day in the United States as a result of being matched on the site. *

In 2007, eHarmony was ranked No. 5 in Deloitte’s prestigious Technology Fast 50 Program and in 2008 eHarmony won the distinguished Entretech Annual Entrepreneurship Award in the Growth Company Category.  A privately-held company, eHarmony’s shareholders include Technology Crossover Ventures, Sequoia Capital and Fayez Sarofim & Co.  eHarmony is available in the United States, Canada, United Kingdom and Australia.

*Harris Interactive research, 2007

eHarmony offers a fun, fast-paced environment with a game room and free snacks and sodas. Compensation packages include: a base salary, discretionary bonus, pre-IPO stock options, and comprehensive benefits.