Edtech.com's Summary

Revance is hiring a Contact Center Learning & Development Manager who leads the design, implementation, and evaluation of training programs to enhance contact center agents' performance and customer service. The manager assesses needs, develops curriculum, manages a team of Customer Success Leads, and collaborates across departments to align training with company goals.

Highlights

Lead development and delivery of comprehensive training programs for contact center agents.
Assess training needs through data analysis and collaboration with operations teams.
Manage and mentor a team of Customer Success Leads.
Design training materials including manuals, presentations, and digital content.
Evaluate program effectiveness using feedback and performance metrics.
Collaborate cross-functionally with operations, quality assurance, marketing, and IT.
Oversee training budget and resource allocation.
Require 15 years of directly related experience and a bachelor’s degree.
Preferred: 10+ years in contact center operations and training, strong leadership, communication, and instructional design skills.
Familiarity with contact center platforms, LMS systems, digital training tools, and data analysis.
Competitive compensation with base salary, annual bonus, flexible PTO, healthcare, 401k match, and other employee benefits.

Contact Center Learning & Development Manager Full Description

Contact Center Learning & Development Manager

Remote

Job Summary:

The Contact Center Learning & Development Manager is responsible for leading the development, implementation, and evaluation of training programs that empower contact center agents to deliver exceptional customer service and meet performance goals. This role involves assessing training needs, designing curriculum, managing a team of Customer Success Leads, and collaborating across departments to ensure training aligns with business objectives.

Reporting to: Executive Director, Customer Success

Location: Remote

Responsibilities/Essential Duties:

Needs Assessment: Identify skill gaps and training needs through performance data, feedback, and collaboration with operations.
Curriculum Development: Design and develop comprehensive training programs for onboarding new hires and upskilling existing agents.
Training Delivery: Facilitate training using diverse methods including in-person sessions, virtual classrooms, e-learning modules, and on-the-job coaching.
Material Creation: Create and maintain engaging training materials such as manuals, presentations, job aids, and digital content.
Program Evaluation: Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics; implement improvements as needed.
Team Management: Lead, mentor, and develop a team of Customer Success Leads to ensure high-quality program delivery.
Cross-Functional Collaboration: Partner with operations, quality assurance, marketing, CommIT and other departments to align training initiatives with strategic goals.
Budget Management: Oversee the training budget, ensuring efficient allocation of resources and cost-effective program execution.
Industry Awareness: Stay informed on contact center trends, technologies, and best practices to continuously enhance training strategies.

Basic Qualifications:

Bachelor’s degree & 15 years’ directly related experience.

Preferred Qualifications:

Bachelor’s degree in business administration, education, or a related field, or equivalent work experience.
10+ years’ experience in contact center operations and training
Leadership & Team Development: Proven ability to inspire and manage a high-performing training team.
Communication: Strong verbal and written communication skills for effective training delivery and stakeholder engagement.
Instructional Design: Expertise in adult learning principles and instructional design methodologies.
Problem-Solving: Analytical mindset with the ability to troubleshoot and resolve training-related challenges.
Technical Proficiency: Familiarity with contact center platforms, LMS systems, and digital training tools.
Data Analysis: Ability to interpret performance data and training metrics to drive continuous improvement.
Customer Service Acumen: Deep understanding of customer service standards and practices.

Company Summary:

Revance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. With a differentiated portfolio of products spanning 60 countries, Revance meets the evolving needs of patients and consumers worldwide through continued innovation and commercialization of new products and treatments.

What Revance invests in you:

Competitive Compensation including base salary and annual performance bonus.
Flexible unlimited PTO, holidays, and 12 weeks' parental leave.
Generous healthcare benefits, Employer HSA contribution, 401k match, tuition reimbursement, wellness discounts and much more.

This section of the job description is required by the American with Disability Act (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a “qualified individual with a disability” in all aspects of the employment relationship. A “qualified individual with a disability” is “an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job.”

Revance is an Equal Opportunity employer. All qualified applicants will receive consideration for employment based on merit, without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Original Job Description

Contact Center Learning & Development Manager

Remote

Job Summary:

Reporting to: Executive Director, Customer Success

Location: Remote

Responsibilities/Essential Duties:

Needs Assessment: Identify skill gaps and training needs through performance data, feedback, and collaboration with operations.
Curriculum Development: Design and develop comprehensive training programs for onboarding new hires and upskilling existing agents.
Training Delivery: Facilitate training using diverse methods including in-person sessions, virtual classrooms, e-learning modules, and on-the-job coaching.
Material Creation: Create and maintain engaging training materials such as manuals, presentations, job aids, and digital content.
Program Evaluation: Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics; implement improvements as needed.
Team Management: Lead, mentor, and develop a team of Customer Success Leads to ensure high-quality program delivery.
Cross-Functional Collaboration: Partner with operations, quality assurance, marketing, CommIT and other departments to align training initiatives with strategic goals.
Budget Management: Oversee the training budget, ensuring efficient allocation of resources and cost-effective program execution.
Industry Awareness: Stay informed on contact center trends, technologies, and best practices to continuously enhance training strategies.

Basic Qualifications:

Bachelor’s degree & 15 years’ directly related experience.

Preferred Qualifications:

Bachelor’s degree in business administration, education, or a related field, or equivalent work experience.
10+ years’ experience in contact center operations and training
Leadership & Team Development: Proven ability to inspire and manage a high-performing training team.
Communication: Strong verbal and written communication skills for effective training delivery and stakeholder engagement.
Instructional Design: Expertise in adult learning principles and instructional design methodologies.
Problem-Solving: Analytical mindset with the ability to troubleshoot and resolve training-related challenges.
Technical Proficiency: Familiarity with contact center platforms, LMS systems, and digital training tools.
Data Analysis: Ability to interpret performance data and training metrics to drive continuous improvement.
Customer Service Acumen: Deep understanding of customer service standards and practices.

Company Summary:

What Revance invests in you:

Competitive Compensation including base salary and annual performance bonus.
Flexible unlimited PTO, holidays, and 12 weeks' parental leave.
Generous healthcare benefits, Employer HSA contribution, 401k match, tuition reimbursement, wellness discounts and much more.

Let me find your next job.

Thanks - you're signed up.

Contact Center Learning & Development Manager

Edtech.com's Summary

Contact Center Learning & Development Manager Full Description

Contact Center Learning & Development Manager

Learning and Development Analyst

ELL Coordinator

Educational Consultant (Math) - Per Diem - West Virginia

Training Specialist I

Learning & Organizational Development Specialist