Learning and Development Manager
Firstleaf, United States
Job Description
Have you ever wanted to disrupt a $70bn industry and be a key member of a fully integrated consumer and business facing marketing company which is supported by a supply chain that stretches from the US to Europe and across the Southern Hemisphere? Do you fancy a deep-dive into the intricate details of learning and development while maintaining the nimbleness of a data-driven, digital company? Are you keen to help a young, fast-growing company continue to evolve into a world-class, employer of choice? Well, then, come say hi!
Firstleaf/Penrose Hill is looking for a Learning and Development Manager to report directly to our Sr. Director, Member Experience. In this multi-faceted role, you will be responsible for all initial agent trainings and support and ongoing development within the department. You will also Partner with the People team in facilitating on-the-job coaching, developing educational material and creating training programs for new hires and current employees.
A few examples will illustrate some of your challenges
- Deliver high-quality and comprehensive 30-6-90 day onboarding programs that support new team members and equip them to excel in an all-remote environment
- Develop, research, and implement new training methods and maintain the training curriculum database
- Coordinate, create and deliver training programs in person, remotely and in groups regarding product features and sales techniques. Identify individual and team skills gaps
- Determine and implement key metrics and rigorous evaluation of Firstleaf’s MX learning programs
- Oversee quality assurance scoring for agents call/email/chat conversations to ensure proper tone, correct information and compliance standards are being met
- Create dashboards, analyze data and compile reports
Requirements
- 3 5 years previous call center training experience designing and delivering inbound and direct sales
- Has a strong technical skillset and knowledge of Learning Management Systems, virtual learning environments, learning platforms and tools, digital learning, just-in-time, micro, self-guided learning, and blended learning strategies.
- A "how can we make this better?" mentality. You recognize that "perfect" is not an end state, and continually drive for program improvement.
- Excellent rapport building and listening skills
- Excellent communication skills (both written and verbal) and strong understanding of people
- Ability to drive individual and team improvements in inbound response quality
- Excellent time management skills
Benefits
Working with the world's best wine company isn't enough?
Seriously though, we offer remote work, and a location agnostic philosophy added to a very flexible work schedule. Unlimited vacation time. Further, we offer a truly competitive compensation package with bonus and stock options grants, plus choices with medical, dental and vision coverage, as well as flexible spending accounts. life insurance, 401(k), employee assistance program, discounted pet insurance. And to top it off: a monthly wine credit with our wine club, Firstleaf.