Contact Center Learning & Development Manager

Primary Responsibilities :
Responsible for the skill development of sales, customer service and technical support frontline employees by creating learning experiences in a global content center environment.

Leads an instructional design team that partners with businesses to create the content and learning experience to develop the employee skills necessary to achieving business objectives and increase learning and development competencies

Qualifications :
•Manage a team of instructional designers
•Manage content development to meet the specific needs of a global audience.
•Coordinates the development, implementation and evaluation of major learning experiences that improve the skills and knowledge of frontline employees.
•Responsible for tracking progress towards skill attainment, and development of reporting mechanisms.
Establishes measures and reporting on learning effectiveness. Programs and schedules, based on knowledge of identified business priorities and learning needs.
•Maintains learning records database such as class rosters, attendance records, and evaluations.
•Evaluate the performance and return on investment metrics from learning programs.
•Responsible for the development of follow-up learning programs to support new/changing strategic initiatives.
•Works with Contact Center Learning and Development management team to analyze resource needs.
•Responsible for analysis of internal and external customer data that leads to best practice learning interventions.
•Provide coaching, feedback, development, and leadership to staff members.
•Directs the development of modularized curriculum and ensures consistency in the use of LCMS tools.
•Directs formal learning needs analyses when required, and provides recommendations based on results.
•Establishes goals and objectives for learning and development projects.
•Keeps informed on best practices, new (world class) developments, methods, and techniques in the performance improvement field.

Minimum Education/Experience Requirements:
Education: Bachelors Degree in Instructional Design (preferred), Business, Marketing, Human Resources, or related field.

Experience:
•Minimum of 5 years learning and development management experience in a contact center environment.
•Three to five years related management experience.
•Two years project management experience.

Knowledge, Skills, and Abilities:
•Leadership skills.
•Business acumen.
•Instructional design, curriculum development, and adult learning theory.
•Has advanced knowledge (degree or expertise) in all facets of instruction design and assessments
•Experience in diagnosing and appropriately recommending learning solutions when faced with complex needs
•Ability to create, follow, and/or mentor defined processes and instructional strategies
•Understanding of performance based learning techniques.
•Excellent performance management skills.
•Excellent organizational skills.
•Excellent written and oral communication skills.
•Ability to interact with a diverse staff.