Training Manager

Posted on Nov 14, 2018 by Fanatics, Inc.

Jacksonville, FL 32202
Leisure & Sport
Immediate Start
Annual Salary


The way our employees learn is changing. This role will bring creativity, experience and passion for learning to meet the needs of the business through a blended learning platform. The focus will be on contact center training programs while partnering with the Learning and Development team to leverage corporate programs.
The Training Manager will lead a team of individuals that will build, coordinate and deliver function-specific training-programs while working to continuously improve the training materials.
The Training Manager must be able to lead others without direct authority, as well as, deal with ambiguity and competing priorities. This role must be able to effectively communicate with multiple levels of the organization (from hourly associates to senior leaders) to build credibility and trust with all partners.


Learning and Development

  • Create, organize, adapt, translate and execute Learning and Development strategy in partnership with team for contact center
  • Own the on boarding process for contact center new hires which accelerates in preparation for peak season
  • Develop, implement, and sustain world class training programs
  • Ability to present and facilitate sessions effectively managing group dynamics while encouraging creativity, innovation and ownership of learning
  • Stay up to date on emerging trends within the learning and development and contact center space
  • Understand operations workflow, daily goals and reports that are used to drive the business
  • Work with operations on the creation, implementation, and sustainment of standardized work as a lean tool
  • Engage regularly with Operations staff on status of current projects as well as prioritization of new developments

Building and Navigating Relationships

  • Lead and develop team of employees to design and deliver training for multiple contact centers
  • Ability to effectively lead, direct, coach and mentor others on how to design and deliver effective learning solutions that maximize employee engagement, development and business outcomes
  • Collaborate cross-functionally and navigate organizational dynamics
  • Partner with HRBPs and business leaders to identify learner needs and ensure that solutions are relevant, integrated and support talent management priorities
  • Effectively manage interactions with stakeholders including setting expectations, holding meetings and ongoing project updates

Instructional Design

  • Ability to translate strategic goals into appropriate development programs while meeting and managing the changing priorities of the business
  • Utilizes instructional design expertise including data analysis, adult learning, curriculum development and blended learning strategies
  • Excellent program and project management skills including detail-oriented, ability to organize, plan and execute contact center initiatives
  • Conduct train-the-trainer certification(s) for outsourcers and facilitators

Data Analytics

  • Identify appropriate metrics to measure learning effectiveness, apply and measure results for continuous improvement
  • Oversee course evaluations/assessments to identify and report trends
  • Evaluate data to identify the effectiveness of training in relation to business goals, make changes as needed
  • Use key metrics to communicate and deliver insights to business leaders


  • Minimum of 3 to 5 years of experience in leading and managing people, adult learning, instructional design and project management
  • Outstanding interpersonal, communication and leadership skills
  • Ability to work with and influence team members and senior-level stakeholders
  • Ability to manage competing priorities balancing multiple projects in a dynamic, fast-paced environment
  • Self-starter with strong initiative, energy and accountability with the ability to work autonomously and in a team environment
  • Proficient in Microsoft Office
  • Comfort with new technology and ability to learn quickly and use new software applications
  • Displays passion for the customer experience
  • Flexible availability and open to travel domestically
  • Experience in Customer Service, Call Centers, and/or eCcommerce is a plus

Reference: 561327693

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