Manager, Learning & Development

TTEC • Tempe, AZ

5d

About The Position

TTEC is seeking a seasoned Manager, Learning and Development to join our Customer Management Services team! Every day, we interact with 3/5 million customers, providing support in in more than 80 countries and in 50 languages across social, mobile, digital, and face -to-face channels. The Learning and Development team prepares our associates for those interactions & coaches them to reach for amazing!

Requirements

• 1-2 years’ experience managing training and/or adult learning programs
• 4+ years’ experience in training and/or adult learning
• Strong coaching skills
• Data analysis and reporting skills
• Strong attention to detail and desire to follow procedures
• High customer service orientation
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos, Tandberg or ability to learn technology quickly
• Call center experience

Responsibilities

• Focus on providing coaching, motivation and support to enhance the engagement and success of their team of training specialists in attaining targets and goals.
• Evaluate trainers, curriculum and processes.
• Recommend and coordinate needed changes based on process analysis.
• Responsible for meeting team productivity and quality goals.
• Achieve 100% of training completion goals.
• Manage day-to-day operations, processes, and reporting.
• Improve the key success metrics associated with training goals.
• Deliver excellent customer service and communication.
• Develop, coach, support, and evaluate the team.
• Ensure team has tools, systems, and support needed to perform trainings.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed