Job Posting - Learning Manager - Call Center

  • February 22, 2017 11:41 AM
    Message # 4624947
    Secretary (Administrator)

    Position Title:  Learning Manager - Call Center

    • Seattle, WA
    • Full-time

    Company Description

    Who They Are and Why You Should Join Them...

    Our client is a leading fashion retailer looking for a Learning Manager with a great amount of drive and initiative to build effective and best-in-class learning curriculums and programs to support their Customer Care group.

    The Learning Manager collaborates with the business and HR leadership to identify talent development needs, priorities and necessary outcomes to directly impact rapidly evolving e-Commerce and Customer Care business priorities and objectives.

    Job Description

    A typical day in the life of the Learning Manager consists of…

    • Strong leadership skills, ability to coach, develop and grow talent while managing multiple projects.
    • Development of a curriculum strategy and plan to acquire or create training modules.Creation/or sourcing of required content for best in class training.
    • Develops collaborative relationships and functions as an expert consultant to HR Business Partners, key business leaders, subject matter experts and Learning resources to identify performance improvement opportunities, close knowledge or performance gaps, and gather source content for learning curriculum.
    • Works cross-functionally to develop performance and development solutions that improve business results through increased retention, improved engagement, and the development of high-performing employees.
    • Development of a delivery strategy to effectively enhance customer care employee skill and effectiveness.
    • Development of delivery tools to enable and measure effectiveness of training.Incorporate blended learning, eLearning and other training methodologies to meet training goals and needs.
    • Strong knowledge of customer care learning demands and resources, including identifying and managing external partnerships with training vendors and industry organizations who provide content and resources to support critical skill learning and capabilities.
    • Assists employees and managers in assessing their performance and development needs.Recommends solutions, including developing customized training and team development sessions as needed; follows up to assess the effectiveness of the recommended programs.
    • Partner with senior management teams to identify and quantify effective measurements (i.e. improvement of customer care quality scores, improvement of customer satisfaction indicators) as outcomes to training strategy for contact centers.
    • Proven management experience and ability to establish and oversee objectives for a geographically dispersed team of contact center facilitators.
    • Applies decision making skills, creativity, and expertise in learning theory to the co-development and implementation efforts that support our business people strategies.
    • Works closely with the Human Resources Business Partners to support various organizational effectiveness programs and organizational change initiatives.
    • Works with the curriculum design team to develop innovative learning content, delivery modalities and programs.
    • Facilitates training including instruction, feedback, development plans, and coaching.


    You will meet or exceed these...

    • Bachelor’s Degree in Adult Education, Human Resources, Business Management or equivalent work experience required; CPLP preferred.
    • Minimum five (5) years’ experience in leadership roles within Human Resources and/or call center learning function.
    • Demonstrated ability to create, articulate and implement a Learning vision, strategy and action plan and roadmap for the Customer Care employees.
    • Leadership skills including the ability to lead with influence and demonstrate an ability to correlate learning solutions to measurable business outcomes.Experience in leading and managing learning programs in a technology environment preferred.
    • Significant experience with multi-site call center processes and systems.
    • Hands on management experience to develop and drive strategy and manage day-to-day activities and operations.Must be willing to teach by example and be able to put on a headset and demonstrate the right behaviors and customer service that are expected from our target audience.
    • Strong analytical, problem-solving, project and change management skills.
    • Clear and effective written and verbal communication, and strong interpersonal skills.Ability to build strong relationship with peers and senior leadership.

    Additional Information

    Our client in an EEO employer. We are happy to provide accommodations to make the interview process easier. Should you need any accommodation, please let us know.

    Link to job posting ->