Training & Education Manager in Johnson City, TN at ACT

Date Posted: 8/5/2022

Job Snapshot

Job Description

Position Summary



The Corporate Education Manager leads a growing Training & Development organization serves as an integral member of a collaborative, high paced team. Qualified candidates will possess extensive experience in training leadership of a call center centric team. The responsibilities are to lead the design, development and execution of all learning and development programs. 



Job Responsibilities



Customer Service /Communication




  • Work collaboratively with operations leadership and clients to develop an integrated learning & development strategy that develops team members in support of the current business strategy and long-term vision of the organization.

  • Partner with business units across the organization to identify the desired business outcomes, develop engaging and effortless learning experiences to achieve outcomes and measure the results.

  • Responsible for the overall support and administration of delivery of new hire technical/functional skills training and refresher education in support of our servicing business partners as needs require





Curriculum and Delivery




  • Deploy a wide variety of training methods including mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, and simulations.

  • Establish and implement new processes to ensure consistency across all learning experiences.

  • Assist in the development and implementation of uniformed training curriculums

  • Assures that all educational technologies are utilized to the maximum effectiveness.

  • Oversees a unified approach to orientation and training that includes PowerPoint, handouts, materials etc.





Administration/Strategy




  • Oversees the development and maintenance of accurate training records

  • Manages program updates and reviews to ensure our training is in compliance and up-to-date with all required regulatory rules and client requirements

  • Coordinates departmental projects and initiatives related to both training delivery and design

  • Manages the Corporate Learning Website and internal SharePoint portals and partners with business team members

  • Responsible for leading ROI/ROL (Return on Investment/Learning) projects and programs





Team Collaboration/Leadership




  • Partners with HR, Technology, Telecom, Training Team and Training Support (e-learning) team to ensure that the training curriculum accounts for changes in program design, company policy and Federal/State regulations, etc.

  • Collaborates with peers regularly regarding issues affecting the department; feedback, focus group information, and business partner discussions to ensure consistency

  • Develops a team of learning & development professionals and structure the department to ensure appropriate capacity to support business demands.

  • Manages relationships/perceptions within the team and with Operations





  • Seeks opportunity to observe trainers, review reports and audits for continual team growth and improvement






We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.



Join a team where your work matters. We treat each interaction as an opportunity to strengthen loyalty to the clients we serve. You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP) -- an added long-term savings benefit that is completely paid for by ACT. The ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer. At Advanced Call Center Technologies (ACT), we are 100% owned by our employees. When our company does well, our employees share in the rewards through our Employee Stock Ownership Plan (ESOP.)



Minimum Qualifications & Requirements

  • Bachelor’s degree recommended, but equivalent work experience considered
  • A minimum of 3 to 5 years of experience with training and learning coordination responsibilities required
  • Strong knowledge and understanding of Learning Management System(s) and administration
  • High volume call center experience
  • Industry experience preferred
  • Highly organized, high energy, and resourceful
  • Demonstrated ability to lead a project/process
  • Proven ability to communicate effectively and articulate with strong written and oral communication skills
  • Client-focused individual with an excellent professional and service attitude
  • Able to prioritize and multi-task to meet deadlines efficiently

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