Learning & Development Manager - 4940

Description:ResponsibilitiesOversee the learning program development and deployment for key operations areas for multiple facilities. Review existing and newly created training material to ensure consistency and accuracy, identify gaps, create a plan for addressing gaps, work with other members of the L&D team as well as operations, SMEs, etc. to design, develop, and deliver high quality learning programs. Coordinate with operations, project manager, traffic desk, SMEs, BAs, etc. to ensure that business requirements and process flows are accurately defined prior to creation of training material. Manage scope of change and create any necessary work orders to ensure business operations have visibility into change being requested within training materials.Manage client relationships to ensure that client requirements and input is understood and incorporated into learning programs. Provide support to L&D staff members through managerial and coaching functions to improve the performance of team members. Identify development needs of the team and work with other members of the L&D management team to implement team development programs. Build strong working relationships with operations, business analysts, development groups and project managers to understand all projects in queue. Evaluate change requests to determine the best approach and provide accurate estimates for the SOW/QRE. Facilitate meetings with key stakeholders as needed. Provide input to learning technologies in order to progressively meet the needs of operations. This includes enhancements to the knowledgebase, introduction and use of online courseware, implementation and maintenance of a learning management system, and the introduction of new learning techniques and technologies. Ensure that knowledgebase content is current and accurate, old information is archived and necessary information is easy for agents to locate. Conduct focus group with call center agents to ensure usability of materials and recommend changes based on their feedback. Ensure all change control material has been updated in the appropriate location within the on line tool.About the OpportunityThe Learning & Development Manager will oversee scheduling, development, and delivery activities for training front and back office staff in the Plano Road, Tulsa and West Monroe Call Center facilities. These facilities support multiple clients and multiple functions, including bilingual agents. This individual will work with operations, project teams, and executive leadership to define strategies for ensuring that programs are in place to increase the efficiency of associates. The L&D manager will oversee and manage instructors and developers to ensure that all program materials are up to date and that key stakeholders are involved in the planning and implementation of the learning programs.Qualifications:Bachelors degree required5 years supervisory / management experience required5 years training delivery and development experience required; call center environment experience is preferredDemonstrated ability to manage multiple priorities in a deadline intensive environmentExceptional communication and interpersonal skills; ability to effectively and concisely gather information from associates at all levels and compile into recommendationKnowledge of adult learning principles Understanding of call center environmentsExceptional customer service approachKnowledge of MS Office applications including Word, Excel and PowerPoint; Access and ProjectBilingual (Spanish / English) a plusAbility to travel up to 50% if needed - Travel to facilities inside and outside the Dallas metroplex is required. Some travel outside the U.S. may be necessary.Salary/Benefits: Salary commensurate with experienceAlliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).Job Location: Dallas, TXJob Number: 2714Company Profile:About UsAlliance Data (NYSE: ADS) is a leading provider of marketing, loyalty and transaction services, managing over 120 million consumer relationships for some of North America's most recognizable companies. Using transaction-rich data, Alliance Data creates and manages customized solutions that change consumer behavior and that enable its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. Headquartered in Dallas, Alliance Data employs over 9,000 associates at more than 60 locations worldwide. Alliance Data's brands include AIR MILES, North America's premier coalition loyalty program, and Epsilon, a leading provider of multi-channel, data-driven technologies and marketing services. For more information about the company, visit its web site, www.AllianceData.com About Our TeamAlliance Data Utility Services is the leading provider of integrated billing and customer care solutions to the regulated, deregulated and municipal utility markets, supporting millions of end-use customers. With over 50 utility clients, Alliance Data has a history of providing measurable business results and financial benefits through proven processes and methodologies. JOB TITLE: Learning & Development Manager - 4940 LOCATION: US-TX-Dallas JOB CATEGORY: Education/Training REFERENCE CODE: 2714