Manager, Learning and Development
1-800 CONTACTS
full-time
Posted on:
Location Type: Hybrid
Location: Draper • Utah • United States
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About the role
- Design, implement, and maintain training programs for new hire onboarding, product knowledge, sales performance, quality initiatives, compliance, and ongoing call center development.
- Conduct needs analyses to identify skill gaps and training priorities aligned to call center KPIs and business objectives.
- Develop engaging, modern learning content using adult learning and instructional design best practices.
- Measure training effectiveness through assessments, certifications, and performance insights, and provide recommendations to leadership.
- Lead the delivery of all call center training initiatives to ensure employee readiness and performance.
- Partner with Operations, HR, Recruiting, Marketing, IT and cross-functional teams to align training with current and future initiatives.
- Monitor operational metrics and proactively recommend training-based interventions to improve results.
- Own the call center communication strategy, ensuring clear, accurate, and timely messaging. Assess the effectiveness of communication strategies.
- Serve as the strategic owner and administrator of the LMS (Docebo) for operations, overseeing content governance, reporting, and user experience.
- Partner with teams to expand digital learning, ensure compliance tracking, and leverage new LMS capabilities.
- Lead, coach, and develop a team of trainers, fostering a culture of quality and continuous improvement.
Requirements
- Bachelor’s degree in a related field.
- 3–5 years of experience in call center training or learning and development.
- Strong instructional design, curriculum development, and communication skills.
- Proven leadership, coaching, and project-management abilities.
- Expert with learning technologies (LMS experience required; Docebo & NiCE CxOne Omnichannel).
- Excellent written, verbal, and presentation skills.
- ATD/ASTD certification preferred or willingness to pursue.
Benefits
- Free eye exams for your entire family
- Deep discounts on lenses, glasses, and other services
- Amazing healthcare coverage
- 401(k) match
- Flexible PTO
- Tuition reimbursement program
- In-house restaurant with highly discounted meals (Steak dinner under $6)
- Free snacks, ice cream, and drinks every day
- Full onsite gym
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
instructional designcurriculum developmenttraining program developmentneeds analysistraining effectiveness measurementperformance insightscoachingproject managementdigital learningcompliance tracking
Soft Skills
communication skillsleadershipteam developmentorganizational skillsinterpersonal skillspresentation skillscontinuous improvementstrategic thinkingcollaborationproblem-solving
Certifications
Bachelor’s degreeATD certificationASTD certification