Contact Center Learning & Development Manager

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 ofCustomer 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.