Training and Development Manager

Renewal by Andersen | Esler Companies•Webster, MA

2d•$100,000 - $125,000

About The Position

As a Training and Development Manager for Esler Companies - Renewal by Andersen, you will be responsible for developing, implementing, and managing a comprehensive quality assurance and training ecosystem for all areas of the Communication Center. You will partner with leadership and external QA partners to ensure consistent standards, exceptional customer experience, and measurable business impact while leading and developing multiple roles and departments.

Requirements

Strong people, leadership, and development skills.
Excellent coaching, communication, and influence abilities.
Deep understanding of sales, training, and customer experience.
Analytical and strategic thinker with attention to detail.
Certified in project management or professional learning.
Curriculum development.
Collaborative leader who drives alignment across teams.
Proficient in Microsoft Suite.
Experience with Five 9 Software.
7+ Years of Call Center Experience.
Experience supporting inside sales teams required.
3+ Years of Management Experience.
4+ Years of Training Experience.

Responsibilities

Design, build, and manage an ongoing QA and training program for Inside Sales Representatives, Confirmation reps, all nurture, and other specialized teams.
Partner closely with company leadership to develop quality standards, training priorities, and performance goals.
Hire, train, and manage two Training Specialists.
Partner with the Recapture Specialist and New Hire Training Leaders.
Establish scalable systems and processes for QA reviews, training delivery, and feedback alignment.
Work closely with external QA partners (Call Criteria and future) to review and refine existing scorecards.
Partner with New Hire Training to ensure alignment across all Training Teams.
Provide the framework and support for a team of trainers to consistently provide training, feedback and role plays to communication center team.