Learning and Development Manager

Job Summary The Learning & Development Lead is a key strategic role responsible for designing and conducting customer engagement training programs related to the contact center. This position ensures that all contact center employees are equipped with the necessary knowledge, skills, and standards, and that the employees are highly motivated and engaged in contributing to the achievement of business objectives and the company's vision and values. What you'll do: Oversee contact center training program for customer care specialists and pharmacists that includes curriculum development and delivery through web-based seminars, printed manuals, classroom sessions, training videos, and more Determine training needs and requirements of the Customer Care organization by meeting with organization leadership, cross-functional department managers, talking with employees, or administering surveys Coordinate with 3rd party subject matter experts within veterinary medicine and pharmacy to develop curriculum and administer technical training programs Manage, track, document, file, and report the completion of all technical training programs Modify and create course materials and training manuals to meet specific training needs Define metrics for successful evaluation of training programs; monitor and evaluate training programs' effectiveness through ongoing analysis and reporting Schedule training sessions, organize information technology and other equipment Partner with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments Manage costs for all programs, productions, and publications; report to Customer Care Director regarding return on investment Who you are: Positive & enthusiastic, able to motivate and engage employees through various training programs Possess the ability to utilize traditional and modern training methods such as adult-learning, mentoring, coaching, on-the-job, in-classroom, e-learning, workshops, & simulations Able to proactively identify potential issues, evaluate the impact, create and implement a solution in a timely manner with appropriate parties Possess superior written & verbal communication skills Experienced in a highly regulated industry working with Standard Operating Procedures (SOP) What you've done: Obtained a Bachelor's Degree in Education, Human Resources Management, Psychology or related discipline Had 5 years of experience as a contact center trainer within a multi-channel, multi-location operation, developing curriculum and delivering training programs Designed and conducted customer engagement training related to contact centers. What's in it for you? A comprehensive benefits package that includes health, dental, and flexible spending accounts 401(k) retirement plan with a generous company contribution Life and disability insurance A generous paid time off program that increases every year Tuition reimbursement
Salary Range: NA
Minimum Qualification
5 - 7 years

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