Training and Career Development Manager

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - 

About the Job

We’re changing the way people think about customer care, and we need your help! 

We’re seeking a Training & Career Development Manager to lead our Training & Career Development Team and learning programs. We’re looking for a leader who has the vision and experience to ensure consistent delivery of best-in-class training for our team members. This role will also collaborate with internal partners to develop a pipeline of future leaders.

As Training & Career Development Manager, You Will…

  • Lead the Campus Training & Career Development Team, ensuring trainers feel connected
  • Manage, hire and onboard Trainers and build a bench of Trainer Mentors 
  • Establish best-in-class performance by managing team development through coaching and elevating training design, facilitation and leadership skills
  • Ensure Trainers are advocates of our 10 Things; engagement between our Trainers and our new hires is crucial for our culture
  • Chair the campus Steering Committee focused on Training, Career Development and QA to establish best practices, address gaps and collaborate on solutions
  • Oversee the campus Career Development programming, partnering with Operations leadership to build a pipeline of internal future Team Leaders and Trainers (and other elevated roles) 
  • Track and execute development plans, ensuring they are part of formal mentor programs 
  • Deliver customized strategies and programs to enhance leadership effectiveness, partnering with Global Learning & Development to deploy learning
  • Support self-paced learning modules and offer trainer-led workshops for professional skills development, management and leadership development
  • Analyze local program success and partner with Global Learning & Development to present opportunities for assessments, programs and new content
  • Partner with Global Training to ensure that training SOPs and best practices are implemented and audited
  • Provide direction of new training and development initiatives, identifying priorities for improving Trainee retention and collaborate with Campus and Global leaders to create solutions
  • Direct the development of new training modules and optimize the engagement of existing modules
  • Ensure nesting programs are robust and have appropriate resources assigned

As Training & Career Development Manager, You Have…

  • Bachelor’s Degree or equivalent work experience
  • Minimum 5 years of experience in a training and development environment, including direct facilitation and delivery of training programs with adult students
  • Experience working with a team approach to employee and leadership development  
  • Experience in contact center staff management (preferred)
  • Strong communication and presentation skills
  • Ability to partner with other departments and leaders throughout the organization
  • Excellent written and verbal communication skills
  • Strong conflict resolution and problem-solving skills
  • Proficient in MS Office Suite (Word, Excel, PowerPoint and Outlook) 
  • The ability to travel across the United States and Canada as required

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