Learning Manager - Onsite in Deland, FL

About the role

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Responsibilities

• Schedules, coordinates and facilitates training related meetings with multiple operational leaders, shared services departments and client(s).
• Effectively and frequently communicates training expectations and results to multiple internal and external management teams including virtual team members.
• Analyzes multiple training curricula and identifies performance gaps and needs and formulates appropriate recommendations for action plans to client or internally partnering with multiple Operations Managers, Sr. Ops Managers, Operations Directors and other key personnel.
• Partners with Quality Assurance teams for each client, line of business or site to identify trends and lead continuous improvement efforts associated with training.
• Manages and supports instructional design processes as needed.
• Ensures standard North America Learning Services processes and best practices in classroom facilitation, communication plans, reporting and other onboarding processes are calibrated, measurable and reviewable.
• Establishes and maintains the standards for cleanliness, safety and equipment readiness in the classroom (physical or virtual).
• Provides clear and timely communications to the training team as well as key stakeholders to provide best in class training experiences.
• Tracks, reports and manages continuous education requirements across the organization for all clients, lines of business and sites:
• Reports to internal teams and/or external Clients with daily follow-up on completions and non-completions.
• Coordinates rescheduled training dates and times with Workforce Management.
• Completes and ensures facilitation team completes all required compliance and up-training as prescribed by clients and/or Foundever®.
• Provides a professional learning and work environment that our new employees can be proud to be a part of.
• Participates in multiple Weekly, Monthly or Quarterly Business Reviews per client/line of business, client visits, and new account and/or new product implementations as needed.
• Attends multiple client and calibration calls to present account metrics and drive improvement, along with providing coaching opportunities as they may arise.
• Works proactively with other departments to resolve issues in a timely manner, willing to own issues and mistakes, and escalate as needed in order to see it through to resolution while minimizing the impact on daily operations.
• Ensures client training and OJT contractual compliance requirements are met.
• Trains Human Resources, facilitators and supervisory personnel in effective training techniques to be used in the presentation of new employee orientation, on-the-job training, team meeting training, etc.
• May be responsible for overseeing Nesting/OJT by client/programs/sites.
• Develops and executes clear and concise training ramp plans partnership with key stakeholders.
• Manages financial planning and execution for training organization with key stakeholders.

Qualifications

• Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan
• Flexible work schedule, ability to work nights, days and weekends with shift varying
• Certified or able to be certified to train Adult Learning and Active Learning principles – for effective training delivery and development
• Microsoft Office Suite Proficiency including but not limited to Excel, PowerPoint, Word and Office; Experience w/ Vlookup and Pivot Tables preferred
• Strong leadership skills and ability to escalate issues and motivate others for timely resolution with little or no direction
• Excellent communication, presentation and group facilitation skills are required
• Strong instructional design skills
• Strong attention to detail and organizational skills
• Able to analyze situations and predict outcomes based on knowledge and prior experience and escalate as needed
• Communicate effectively with diverse audiences
• Proven track record of evaluating a situation, providing solutions and driving to improvement
• Able to manage a virtual team and/or multiple clients or LOBs
• Strong interpersonal and team building skills
• Able to plan according to financial and other business needs
• Able to organize and present technical information in a logical and consistent manner
• Able to multi-task with strong attention to detail while meeting deadlines in a fast-paced environment
• Able to forge strong partnerships with SMEs, key stakeholders and various other departments and/or clients
• Deep understanding of how various departments in the BPO space collaborate including but not limited to Workforce Management, Talent Acquisition, Onboarding, Finance, Human Resources, Legal and Operations
• Strategic Thinker, Problem Solver and Solutions Oriented
• Project Management Skills a plus
• Willing and able to travel (up to 50%)

Education & Experience

• Associate degree or equivalent preferred
• Five years of experience in a management/leader or supervisory role with three plus years of experience in training required, preferably in a call center environment; or equivalent combination of education and experience required.

Salary Range

The base pay range for this position is up to $59,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.