Job Description :

Senior Manager, Learning and Development

TeleTech is seeking a seasoned Senior Manager, Learning and Development to join our Customer Management Services team!

Every day, we interact with 3/5 million customers, providing support in in more than 80 countries and in 50 languages across social, mobile, digital, and face -to-face channels. The Learning and Development team prepares our associates for those interactions & coaches them to reach for amazing!

What you'll be doing:

L&LD Senior Managers focus on providing coaching, motivation and support to enhance the engagement and success of their team of training specialists in attaining targets and goals. Evaluate trainers, curriculum and processes. Recommend and coordinate needed changes based on process analysis. They are responsible for meeting team productivity and quality goals.

What you'll bring to us:

Achieve 100% of training completion goals.
Manage day-to-day operations, processes, and reporting
Improve the key success metrics associated with training goals.
Deliver excellent customer service and communication.
Develop, coach, support, and evaluate the team.
Ensure team has tools, systems, and support needed to perform trainings.

What skills you'll need:

2-3 years experience managing training and/or adult learning programs
6+ years experience in training and/or adult learning
Strong coaching shills
Data analysis and reporting skills
Strong attention to detail and desire to follow procedures
High customer service orientation
Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos, Tandberg or ability to learn technology quickly
Call center experience

Senior Training Manager