Talent Development Manager, Contact Center - Atlanta, GA

Cortland • Atlanta, GA

16h • Onsite

About The Position

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

As the Talent Development Manager, you'll play a critical role in anticipating and meeting the evolving development needs of Cortland's Contact Center. Partnering with leaders across the Talent Development and broader Talent teams, as well as Contact Center leaders, you'll drive learning and development initiatives that build associate capability, elevate performance, and advance Cortland's culture and business objectives.

Requirements

• Bachelor's degree in Business, Communications, Human Resources, or a related field preferred; equivalent experience considered.
• Stellar 3+ years of experience in learning and development, including delivering training content and creating engaging learning experiences; multifamily industry experience preferred.
• Stellar 3+ years of multifamily experience working with prospects, residents, and vendors preferred.
• Proficiency in Microsoft Office Suite; experience with systems such as Funnel, OneSite, Power BI, ReflexAI, and TalentQuest preferred.
• Strong facilitation skills with the ability to effectively lead both in-person and virtual learning experiences for small and large audiences.
• Excellent written, verbal, and interpersonal communication skills.
• Strong analytical, critical thinking, and problem-solving abilities.
• Ability to build relationships and collaborate effectively with associates and stakeholders at all levels of the organization.
• Based in the Atlanta Contact Center (Sandy Springs, GA).
• Ability to travel up to 25%, including regular travel to the Dallas Contact Center.

Nice To Haves

• Spanish fluency preferred.

Responsibilities

• Deliver engaging learning experiences across multiple channels that support business goals and reinforce Cortland's culture.
• Facilitate onboarding, leadership development, sales, customer experience, systems, and other talent development programs.
• Ensure associates are proficient in Cortland's Standards of Excellence, processes, systems, and customer experience expectations.
• Build trusted relationships with Talent, Contact Center, and business leaders to identify development needs and recommend solutions.
• Collaborate with the Instructional Design team as a subject matter expert to develop and enhance learning content.
• Partner with leaders to assess emerging development needs and align learning solutions with business objectives.
• Conduct needs assessments to identify skill gaps and develop targeted development plans for associates, supervisors, and managers.
• Use talent and learning data to evaluate program effectiveness, identify trends, and inform development strategies.
• Analyze talent capabilities, experiences, and outcomes to support strategic business and departmental goals.
• Partner with the Talent Programs Manager to coordinate and enhance the Peer Coaching Program, including onboarding and developing Peer Coaches.
• Manage learning assignments and course completions within the Learning Management System (LMS), driving participation and engagement.
• Lead multiple talent development initiatives simultaneously, ensuring successful execution and measurable impact.
• Champion Cortland's values and foster a culture of continuous learning, growth, and high performance.
• Serve as a culture leader, modeling expected behaviors and promoting associate engagement and development.

Benefits

• Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace.
• We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law.
• If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email [email protected]
• Cortland is a drug-free workplace.
• Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level