The Manager - Learning and Development assures proper implementation of National L&D initiatives, including consistency of New Hire Curriculum and Continuing Education classes, with a focus on Customer Satisfaction. He/She is responsible for managing and developing a team of Facilitators to deliver training resulting in high quality Customer Care Representatives. The Learning and Development Manager will partner with all departments to achieve company goals, and serve as a liaison between local organization (Call Center and L&D Team) and the National organization.

Job Description:

The Manager - Learning and Development will perform all or some of the following Job description:

• Lead, coach, and develop all Learning & Development employees at the site (including Facilitators, a Senior Leadership Facilitator, and an Administrative Specialist) through coaching, performance management, and role model behaviors

• Coordinate all classroom instruction, including New Hire and Continuing Education classes

• Communicate expectations and initiatives of National L&D Organization to local team, and ensure proper implementation, consistency, quality, and accuracy of the delivery and materials

• Ensure proper reporting of individual and collective department results

• Track, analyze, evaluate, and review this information regularly (weekly, monthly) with the team to identify areas of strength and opportunities for improvement

• Partner with all departments in Call Center - Ops, HR, RP, Facilities, Implementation, as well as national QA - attend regularly scheduled meetings, and ongoing communication - to improve efficiency, effectiveness, and productivity of the site

• Proactively seek new ways to manage training rollout, tracking, and Facilitator and trainee performance

• Support relationships with community resources for learning, such as colleges and third party vendors

• Recruit, interview, and hire L&D personnel.

Minimum Requirements / Knowledge / Skill For Manager - Learning and Development Job

• Experience with a multi-location employer
• Three to five years management experience
• Call Center experience, particularly in the Wireless Industry
• Two or more years training delivery experience
• Minimum of three to five years of management experience
• Ability to remotely build and manage a team in a fast paced environment
• Excellent Leadership and organizational skills
• Strong interpersonal skills to inspire patience, flexibility, creativity, and perseverance in others
• Understanding of Adult Learning Principles
• Understanding of performance management techniques
• Ability to model values of the organization
• Excellent analytical and decision making skills
• Extremely high level of flexibility and creativity
• Good negotiation skills
• Excellent oral and written communication skills
• Ability to build, motivate, and lead effective teams
• Use of SAMSON, and VASA (depending on site requirements)
• Use of StreamLine and Remedy
• Use of Click 2 Coach
• Use of Microsoft Office, including: Outlook, Excel, Word, Access and Powerpoint.