Learning and Development Operations Training Manager

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Job description

Position Description

Position Title:

Learning and Development Operations Training Manager

Job Number: E-4302

Reports To:

Client Service Manager

Department:

Customer Care

FLSA Status:

Exempt

Last Updated:

10/22/2021

The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's foremost property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Responsibilities

The Learning and Development Operations Training Manager, owns the full spectrum of learning and development design at Customer Care and the delivery and engagement of course content. They will partner with leaders, business partners, and the corporate team on enhancements & organizational development needs. The position manages cross-trainings, new-hire training, seasonal training, and promotional training (i.e., Tier III, Team Manager) but not limited to providing guidance for all areas of Operations, Support Services such as Client Communication, Quality, and overnight teams.

The Learning and Development Operations Training Manager will critique, develop, and deliver key programs and initiatives to make sure our Associates across the region feel invested, engaged, and cared for.These programs include manager effectiveness, leadership development, employee engagement, change management, onboarding, team development, and technical training.

Essential Duties & Responsibilities

The below information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this job.

Responsible for developing, updating, and the implementation of impactful training materials, manuals, aids, and initiatives while ensuring its accuracy.
Conducts new-hire classroom training on systems, support tools, processes, and policies.
Update or develop cross training materials for existing Associates, train existing Associates on these new topics or refresher topics and/or schedule Tier III support to conduct sessions with the collaboration of the Tier III Manager(s).
Coach and mentor new hires through shadowing/nesting and on the floor support to improve performance.
Coach and mentor Tier III Associates in collaboration with the Tier III Manager(s).
Manages progression and tracking of trainees, credentials, personnel, training class updates prior and during training period and throughout the OJT period.
Develop and maintain assessments that link to training materials and objectives.
Maintains a level of expertise regarding business processes, corporate initiatives, has a thorough understanding of training programs, quality call monitoring guidelines, and operational metrics.
Conduct training needs analysis based on gap assessment methodologies providing solutions and follow through on training plans developed.
Maintain the certification tracker, certify trainees and new Tier III Associates.
Maintain quarterly documents and coordinate seasonal refreshers

Additional Duties & Responsibilities

Perform or assist with operations as required to maintain workflow and to meet business needs. Notify management of ineffective equipment or operating problems and the need for additional materials and supplies.
May participate in any variety of meetings and workgroups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
Perform any range of special projects, tasks and other related duties as assigned.

Education & Experience

3 -5 years of training experience in a call center environment
Proven Presentation and facilitation skills and hands-on experience
Expert knowledge of Operating systems, such as Microsoft Word, Excel, and PowerPoint
Proven success as an effective trainer in a call center environment
Proven success in development of training materials and modules

Preferred qualifications - possession of one of the following:

Associate degree
Certified Professional in Talent Development
Associate professional in Talent Development
Certified professional in Training Management
Certified Training and Development Professional

Knowledge, Skills & Proficiencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Works well independently and in team environments
Able to multitask, prioritize and manage time efficiently.
Strong verbal and written communication skills
Excellent leadership, team building, and managerial skills.
Ability to work in a team environment as well as independently
Detail oriented, strong organization, time management and multi-tasking skills
Serves as a subject matter expert for all Customer Care personnel
Internal applicants must be proficient in the use of customized software such as Calabrio (real-time adherence), CUIC (Cisco Unified Intelligence Center) reports, Connect, Cisco Supervisor Desktop (call handling real-time monitoring), Cisco Historical Reporting, Calabrio (Quality Assurance monitoring and grading software), Citrix and Jenark.
Bilingual in English and Spanish preferred

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and standard office equipment.

Physical Requirements / Working Environment

This position works under standard office conditions. Must be able to stand or sit for extended periods of time, maneuver computers, while presenting. The incumbent must be able to work extended and flexible hours, including weekends as needed (schedule is subject to change based on business needs). Must be able to train in front of a class, which includes presenting for up to 8 hours a day.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

Limited travel is required, less than 10%.

Disclaimer

This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.