Digital Learning Manager
Teletech is helping organizations transformthe customer experience.
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever.
To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders.
To navigate this complicated and uncharted new world, brands need a partner with experience. Teletech helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement.
We hire only high-performing, highly-qualified, and passionate people to help us to build exceptional customer experiences.
What It Means to be in Digital Learning and Performance at Teletech
The Digital division at TTEC understands the need to operationalize transformation and strategy and that success for a client is tied to measurable results not just a PPT slideshow.
Learning and Performance is a full cycle, solution-providing, delivery-focused, get-down-and-dirty approach to solving our client’s most pressing customer challenges.
Our client companies come to us because they have unique business problems and they are looking for a true partner solution.
The brands that lead in customer engagement all have a commitment to culture that goes far below the surface. Each of these organizations has a systematic approach to training, rewarding, and continuously reinforcing their focus on the customer that permeates everything they do.
The Learning and Performance practice brings together its customer-centric methodology with innovative learning and organizational techniques to provide clients with the strategy, curriculum, training, coaching, social collaboration, knowledge management, and technology needed to build a company that consistently delights the customer and the employee while delivering value to the enterprise.
We partner with our clients to bring people, process, and technology together to turn one-off tactics into an operational program embedded with long-
term strategies and goals.
What the Role Really Does :
Partner with external clients and internal project.
Focus on adding value to the TTEC solution to win new business and grow the embedded base portfolio.
Manage resources including hiring, onboarding, training, coaching, development, compliance, and resource allocation.
Project Quality Validates knowledge base and curriculum for new launches and performance improvement initiatives. Instill continuous improvement toward knowledge base and related processes.
Ensures high standard for the quality control process.
Reporting and Metrics Develop weekly reporting on all programs assigned and complete workflow trackers. Create, build, and distribute custom analytics and reports based on goals and metrics.
Report on successes and lessons learned.
Works with key stakeholders to analyze development needs, create learning frameworks and materials, and follows through for successful management and implementation of leadership programs and initiatives for business support functions.
Key stakeholders include sales and operations executives, client sales partners, Learning and Development groups, and client decision makers.
Collaborates with sales, product marketing, marketing, operations and Learning and Performance leaders to present value based solutions to clients that drive Learning and Development revenue.
Manage the implementation of learning, knowledge, and people management initiatives across verticals and regions.
Acts as consultant, as required, for projects within the business, providing expertise, solutions, and support to leaders across the enterprise in the area of Learning and Development organization.
Work cross-functionality within TTEC and with external vendors to identify and build innovative new learning solutions.
Report directly to the executive director for Learning and Development.
What we’re Looking for :
An individual that will lead every day, live life passionately, seek first to understand, and always do the right thing while not being afraid to reach for amazing!
Prefer 8 to 10 years’ experience in operations and / or learning fields
Approximately 25% to 50% travel required
BA / BS or equivalent experience
Advanced English skills
Ability to create client-centric solutions
Instructional design and training content development experience
Background in training / teaching and / or adult learning, preferred
Excellent written and oral communication skills; strong technical writing skills in English
Excellent computer skills and ability to learn technology quickly
Knowledge of adult learning theory and instructional design principles
Demonstrated commitment to a teamwork environment
Ability to manage responsibilities and priorities in a fast-paced and time-critical environment
Ability to show creative and flexible thinking
Instructor-led training experience is a plus
A personal sense of responsibility and a willingness to go the extra mile for the client
A strong eye for detail and ability to work well under pressure
Energy, enthusiasm and a genuine desire to produce outstanding work and enjoy doing it
Organizational skills and discipline with process and procedures
The cultural awareness to work with globally diverse clients across different time zones
What skills you’ll need :
Advanced English skills
Basic project management skills
Strong time management skills
Excellent writing and editing skills, and a keen attention to detail
Strong verbal, written, and interpersonal communication skills
Excellent presentation / facilitation skills
Strong organizational skills and interpersonal skills in working with a diverse population
High customer service orientation
Strong attention to detail and desire to follow procedures
Experience using Microsoft Office applications and e-Learning software such as Storyline 2, preferred
Knowledge of Adobe Illustrator, Photoshop, Dreamweaver, preferred
Strong analytical skills to review and organize source material
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
TTEC 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.
TeleTech is an Equal Opportunity Employer.