This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Responsible for managing the consistent implementation and delivery of training and performance improvements. Work to assess and execute strategies relating to trends, opportunities and training needs. Measure and evaluate the effectiveness of training programs.

Partner with the Senior Management on curriculum reviews and additional training requirements.

Work closely with the Senior Management to assess performance, identify gaps and key drivers, and recommend training solutions and other related strategies for enhancing performance.

Work with managers to ensure successful implementation of the training curriculum and Leadership Development curriculum.

Define business and performance objectives for all relevant training initiatives.

Assess student performance during training, and thereafter, to provide relevant coaching and development.

Measure and evaluate the effectiveness of training in achieving desired outcomes.

Partner with peer training managers on shared queue responsibilities.

Keep abreast of current learning and performance strategies, delivery methods, and techniques.

Determine implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives.

Manage external resources, as needed, to maximize cost effectiveness and quality.

Facilitate training from time to time.

Perform other duties as required.

Required Qualifications

Education:

Bachelor’s degree in Human Resource Development, Business Administration or related field, or equivalent experience

Experience:

5+ years of training experience3+ years of management experience2+ years of project management experienceCall center experience required

Skills:

Ability to communicate clearly in writing and verballyAbility to interact with executive, management and company personnelAbility to engage professionally with the publicAbility to maintain confidentialityAbility to make decisions and solve problems under pressureAbility to manage multiple projects and meet deadlinesAbility to operate personal computer, spreadsheet, database and Windows applicationsAbility to prioritize, organize and work independentlyAbility to lead and manage teamsAdvanced skills in evaluating training impactAdvanced skills in team building, relationship building, facilitation and presentationKnowledge of adult learning principles and facilitation techniquesProficiency in MS Office and related software
HTR500 2025-65957 2025

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13530 Business Unit: Customer Operations Zip Code: 27409

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.