TeleTech Senior Manager, Learning & Development in Englewood, Colorado


Senior Strategic Training Manager, Learning and Development

TTEC (formerly TeleTech) is seeking a seasoned Senior Strategic Training Manager, Learning and Development to join our Engage team!

Every day, we interact with 3.5 million customers, providing support in in more than 80 countries and in 50 languages across social, mobile, digital, and face -to-face channels. The Learning and Development team prepares our associates for those interactions & coaches them to reach for amazing!

*What you’ll be doing: *

The Senior Strategic Training Manager’s focus is on communicating with our client and the ability to assess and implement improvements/innovations into the various lines of business through the training curriculum and ongoing training processes. Must be able to evaluate current training approach through trainers, program knowledge, curriculum and processes. Recommend and coordinate needed changes based on learned outcomes and analysis. Responsible for meeting and being the face of training to the client while building a lasting, productive relationship.

What you’ll bring to us:

  • Achieve 100% of training completion goals.

  • Manage day-to-day interface with the client and provide high level proposals/recommendations while pushing those realized initiatives down to site training leaders for execution

  • Ability to assess areas of training delivery or capture best practices at the site level to incorporate into a standardized approach for all regions

  • Improve the key success metrics associated with training goals.

  • Develop, coach, support, and evaluate the method of facilitation to improve agent engagement within the ongoing training environment.

  • Ensure teams have tools, systems, and support needed to perform trainings.

  • Understanding of instructional design concepts and the ability to execute those concepts into real results and improvement

  • Ability to travel up to 25% to multiple domestic and international sites

What skills you’ll need:

  • 5 years’ experience managing training and/or adult learning programs

  • 5 years’ experience in training and/or adult learning

  • Strong coaching skills

  • Strong data analysis and reporting skills

  • Strong attention to detail and desire to follow procedures

  • Instructional design experience

  • High sales skills orientation and process understanding in facilitation

  • Project management experience preferred

  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint),

  • Expertise in the use of various remote engagement platforms and tools

  • Call center experience

Who We Are:

TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success. The Senior Project Manager is a key part of this team, and will impact our global operation as part of a world class team of professionals.

/Lead Everyday //w/ /Do the Right Thing //w// //Reach for Amazing //w/ /Seek First to Understand //w/ /Act as One //w/ /Live life Passionately/

[TTEC (formerly TeleTech) Talent Network]

/Notice to external Recruiters and Recruitment Agencies//: TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech)./

/Employment Requirements//: TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status./

Job: *Learning & Development

Title: Senior Manager, Learning & Development

Location: CO-Englewood

Requisition ID: 029E3

Other Locations: US-AZ-Phoenix, US-AZ-Tempe