Sr. Learning Manager

• Oversee and ensures Learning managers manages training programs and learning experiences for adult learners in site.
• Hires, trains and supervises a staff of Learning Managers.
• Help develop/implement training programs for contact center personnel, which may include management development programs.
• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Facilitate to design learning strategies to fill needs as identified through analysis and in partnership with
• Coaches, Operations Managers, Learning Managers and Directors.
• Conducts the most complex training classes in the absence of the Learning Manager.
• Evaluates and help develop standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers and Learning Managers effective.

Qualifications:

• Four-year college degree or equivalent directly related work experience.
• 3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes and practices for adult learners.
• Strong understanding of computer basics (Windows, Excel, Word, e-mail and Internet).
• Strong problem-solving skills, research skills and decision-making skills.
• Excellent interpersonal skills. Organization and time management skills.
• Excellent listening and oral/written communication skills.
• Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.
• Good judgment and the ability to express thoughts clearly and simply.