Sr Learning Manager

About Us

About Us 

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

 Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

Winner of Comparably’ s Award for Best Global Culture for the past 3 years   

Gold Stevie Award Winner for Great Employers  

Winner of The Business Intelligence Group’s 2024 Best Place to Work award 

Military Spouse Friendly Employer 

Rated by Comparably among the Top 100 highest-rated Companies for Diversity  

Read more about our culture: Foundever™ Stories. 

Summary of Responsibilities: 

As our business strategy evolves and our virtual Foundever@Home workforce grows, our training programs and their delivery must evolve in order to drive maximum performance from our teams and align with industry training trends.  This position leads a team of learning manager apprentices and learning specialists responsible for facilitating front liners training and updating content materials. This role supports the North American region, working both in our virtual @Home environment and in our brick and mortar centers. 

Job Summary

• Directly responsible for the training execution, delivery quality and effectiveness in the NA region 
• Conducts regular and thorough analyzes of learning and development needs to identify critical workforce skill gaps and partners with department leaders to design and implement solutions to close skill gaps 
• Implements impactful and varied learning practices along with corresponding frameworks, to boost agents training effectiveness  
• Constantly and proactively coordinates with WFM and HR teams to understand and anticipate ramps and training needs, ensuring that training plans for all client ramps are planned and executed timely 
• Ensures that Learning Managers and Learning Specialists are delivering programs that are effectively facilitated in remote and face-to-face environments 
• Manages all LMs by conducting regular feedback and coaching discussions and by providing structured support and guidance to improve their skills and performance 
• Provides growth and development opportunities for direct reports and ensures that a robust pipeline of training talent exists 
• Manages outside training resources for possible internal utilization to ensure the effective delivery of training solutions 
• Evaluates training initiatives and provides feedback regarding the impact of the initiatives 
• Tracks associate performance by assessing and monitoring learning curve to ensure positive trend based on historical data  
• Ensures that all programs provide a positive, empowering, fun learning experience 
• Collaborates and operates as a unit with the Onboarding Manager and Leadership Development Manager, ensuring uniformity and perfect alignment with business needs as well as L&D department vision and purpose. May perform other duties as required. 

Position Qualifications: 

**Must live within 50 miles of Deland, Ft. Smith, AR, Montgomery,ALor Sumter,SC**

• Bachelor’s degree in Business, or related field 
• 10+ years’ experience in an education role including project management, training service delivery and team leadership 
• Familiarity with customer service\ BPO industry and best practices for technical\ production training as well as Insurance specific industry within the BPO world. 
• Knowledge of proven training methods, as well as the technology that enables those methods. 
• Passionate about education and visionary for how it can be applied by a BPO company help customers achieve their goals. 
• Ability to thrive in environments that often starts with uncertain requirements or outcomes; ability to put definition and structure around problems and projects 
• Strong organization and team leadership skills and experience managing a large disparate team 
• Strong project management skills with the ability to manage multiple projects and priorities 
• Proven ability to gather support across multiple stakeholders and lead efforts through challenges and obstacles 
• Working knowledge of MS Office Applications (Word, Excel, PowerPoint) 
• Ability to coach, motivate and promote collaboration 
• Large company experience preferred 

Primary Job Responsibilities

Pre-employment Requirements:   

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.   

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.   

Skills/Knowledge/Abilities

Education

Experience Target

Specialized Certifications