Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Hybrid Job Description

The Sr. Manager, NCSS Learning & Development role is responsible for the successful coordination, implementation and integration of product, service and technology training for National Customer Services and Solutions.

Grade: 51

Hybrid Schedule - 3 days Onsite/ 2 days from Home 

Location Preference: Lenexa, KS or Tampa, FL 

Responsibilities: Work collaboratively with Project Management Office, Organization Effectiveness, Learning & Development, Quality Management, NCS Managers, Supervisors and various Project/Work teams to develop and implement Learning & Development Project Plans in support of technology, product and service changes and process improvements. o Develop and follow comprehensive project plans Establish goals, accountabilities, action steps, milestones and timelines for Learning & Development ProjectsManage multiple projects and priorities from start-to-finish to achieve project goals, and Prepare and submit project updates and as needed, recovery plans. Develop and implement NCSS Learning & Development Roadmap Partner with internal/external communities of practice to identify opportunities to leverage existing/emerging technologies at low to no-cost Conduct on-going research into best practices in Learning/Training technologies and identify opportunities to increase utilization of training o Research best-practices in learning/training to recommend/implement efficiencies, including on-going development and up-skilling of Training team. Build and maintain Learning Dashboard and Metrics o Dashboard to provide visibility to upcoming changes/training and provide on-going communication to NCSS Managers, Supervisors. Metrics to drive utilization and improvements. Coordinate learning & development/content delivery with WFM to ensure appropriate coverage and Performance Scorecard Adherence. Manage periodic, on-going Learning Needs Assessments and develop plans to implement finding/outcomes as appropriate. Develop and manage L&D Forecast and Budget


Qualifications:

Required Work Experience: 

7-9 years professional experience in leadership role in a customer service environment.

Preferred Work Experience: 

5 years of healthcare and clinical laboratory experience.5 years of learning and development experience.

Physical and Mental Requirements: 

Consistent exceptional customer service, accuracy and quality focus required.

Skills: 

Strong learning and development skillset.Proficient level skills with the Microsoft Office suite, specifically ExcelExcellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. Proven problem solving and analytical skills. Proven ability to positively influence staff to drive results in achieving goals and objectives. Proven ability to manage and resolve conflict Adaptable and flexible with the ability to accept, create and manage change.Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams. Broad understanding of the laboratory business and its service requirements.

People Leader Responsibility:

Direct leadership/development of 5 strategic training resources

Work Environment: Travel up to 30%

EDUCATION 
Bachelor’s Degree(Required)

40737

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.