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Learning Manager

Req ID#:  86125

Fishers, IN, US

Learning Manager

Operations

 

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We may be new to the Northern Indianapolis Market, but we're backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 75,000 associates, 27 countries and 150 locations.

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. In fact, 93% of our management positions are filled internally. Sitel is looking to hire over 450 associates, including leadership and support positions, by the end of this year with more growth planned in 2020; servicing one of the most well-known insurance providers for military members and their families. Are you ready to join?

SUMMARY OF RESPONSIBILITIES

Manages training programs and learning experiences for adult learners in a site.

Hires, trains and supervises a staff of trainers.

Develops/implements training programs for contact center personnel, which may include management development programs.

Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.

Identifies skills and knowledge requirements for sites/accounts through analysis of data from multiple sources.

Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.

Conducts the most complex training classes.

Develops standards for monitoring agents/representatives.

Ensures that feedback programs provide agents with guidance to correct problems.

Conducts train-the-facilitator sessions to keep trainers effective.

POSITION QUALIFICATIONS

The ability to obtain a Claims Adjuster license within 30 days of hire (employer-sponsored).

Strong understanding of computer basics (Windows, Excel, Word, e-mail, and Internet).

Strong problem-solving skills, research skills, and decision-making skills.

Excellent interpersonal skills.

Organization and time management skills.

Excellent listening and oral/written communication skills.

Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.

Good judgment and the ability to express thoughts clearly and simply.

WORK EXPERIENCE

3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.

Solid understanding of training processes and practices for adult learners

EDUCATION

Four-year college degree or equivalent directly related work experience.

Learning Manager


Nearest Major Market: Indianapolis

Job Segment: Manager, Learning, Management, Human Resources

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