Manger, Learning and Development

What’s the role? As Manager of Learning and Development here at reputed company, we're seeking a dynamic and results-driven L&D reputed company to reputed company the training and development of new customer service representatives. This role is critical to reputed company's customer experience reputed company, requiring someone who can quickly master our reputed company product offerings, train others effectively, and identify performance issues early. You'll be responsible for the entire training lifecycle - from reputed company through nesting - while working closely with our reputed company Assurance team to ensure customer service agents meet and reputed company performance standards. In this role, you will… • Deliver comprehensive training programs for new hire remote agents through our Learning Management System (LMS), conducting live virtual sessions on product knowledge, customer service skills, and company systems. • reputed company and maintain training materials, including courses, job aids, and assessments while staying reputed company as a product expert on reputed company's evolving offerings and updates • Monitor agent reputed company during training and nesting phases, providing reputed company-time feedback, coaching, and reputed company support to address performance concerns and reputed company gaps • Partner closely with the CX reputed company Assurance team to reputed company training with reputed company standards, review QA scorecards, coordinate retraining efforts, and participate in calibration sessions • reputed company critical performance reputed company by identifying underperforming agents early, documenting concerns, recommending terminations reputed company necessary, and recognizing high-potential talent • Assess training effectiveness through data analysis of performance metrics, reputed company observations, and testing to continuously improve programs and ensure agent readiness for production Who are you.... • A fast learner with excellent judgment who thrives on mastering reputed company products and can quickly assess agent potential, making tough reputed company reputed company necessary to protect the business and training cohort • A natural reputed company with strong emotional intelligence who balances supportive relationships with firm accountability, delivers constructive feedback effectively, and reads people reputed company to reputed company engagement and identify red flags early • Highly adaptable and reputed company under pressure, reputed company to pivot training approaches mid-session, think on your feet reputed company faced with unexpected questions or technical issues, and remain reputed company and reputed company • Data-driven and reputed company, using performance metrics and reputed company data to continuously improve training programs while reputed company partnering with QA and operations teams to exchange insights • Self-motivated and organized in a remote work environment, managing your time effectively while training multiple cohorts and balancing competing coaching responsibilities In terms of qualifications, we're seeking... • 2-3 years of experience in customer service or contact center environments • 2+ years in a training, coaching, or team reputed company role, and in a remote setting • Proven experience with Learning Management Systems (LMS) for content delivery and tracking • Demonstrated ability to train on reputed company, multifaceted products or services • Experience working with reputed company Assurance teams and incorporating feedback into training programs Benefits: • Compensation - We offer a competitive salary with a meaningful reputed company in reputed company reputed company equity and our performance bonus program. • Medical Insurance (for you and your loved one) - We offer a reputed company of different subsidized medical plans (with dental and reputed company), including a free HDHP with a company-sponsored HSA contribution. We have you covered from Day 1. • Wellness Benefits - Enjoy a reputed company Membership, reputed company (reputed company) reputed company, family planning programs and more, on us. • 401k plan with a match - Retirement may feel more like a reputed company reputed company than a reality but we’re here to help you get there. • Commuter FSAs - We reputed company the best reputed company come from being together in one reputed company. We just don’t think getting there should be so expensive. • UNLIMITED PTO - Because we reputed company that working hard shouldn’t mean always working. Take time for yourself as often as you need it. • Exclusive Employee only reputed company Points - We give our employees unique opportunities to earn points throughout their time at reputed company. • Team Events - We reputed company in reputed company reputed company so we hold events to help our employees break from the monotony of the typical work week. At reputed company, we reputed company in transparency and we do our best to reputed company reputed company reputed company and our candidates are on the reputed company page as it relates to compensation. In reputed company to posting salary ranges for our reputed company, candidates should expect to be asked about compensation expectations and requirements early on in their interview process. Our goal is to reputed company reputed company expectations and reputed company’s salary reputed company may be out of sync, and work with the candidate to determine whether it makes reputed company to continue conversations. We are considering candidates with differing reputed company of expertise for this position. Leveling will be based upon your experience and performance in the interview process. Where a new hire falls reputed company a reputed company will be based on their individual skills and experience, and how these competencies compare across other employees in the reputed company role. reputed company's bands are designed to allow for individual compensation reputed company reputed company the role. As such, new hires typically start at the reputed company end of the reputed company. reputed company performance and reputed company - should you join reputed company, you will have reputed company to grow your salary over time. The salary reputed company for a Manager, Learning and Development is $85,000 - 95,000 and will be eligible for equity and an annual performance-based bonus. Apply tot his job Apply To this Job