Manager, Learning and Development

The Company

Do you aim high? Are you genuinely helpful? Are you looking for a place where you can make a difference, receive ongoing support and training, and build a rewarding, long-lasting career? Then you may be a good fit for FirstService Residential, North America's foremost property management firm. We're all about our associates, and as we continue to grow, we're looking for even more quality people who share our dedication to doing what's right, improving residents' quality of life, building great relationships and truly making a difference for their clients, their colleagues and themselves. Is that you? If so, we think you should get to know us.

Job Responsibilities

The Training Manager owns the full spectrum of learning and development design at Customer Care and the delivery and engagement of course content. They will partner with leaders, business partners, and the corporate team on enhancements & organizational development needs. The position manages Lead Associates, cross-trainings, new-hire training, seasonal training, and promotional training (i.e., Tier III, Team Manager), but not limited to providing guidance for all areas of Operations, Support Services such as Client Communication, Quality, and overnight teams.

The Training Manager will critique, develop, and deliver key programs and initiatives to make sure our Associates across the region feel invested, engaged, and cared for. These programs include manager effectiveness, leadership development, employee engagement, change management, onboarding, team development, and technical training. Must reside in the state of Nevada or Florida. The position is capable of being a Hybrid Remote role reporting to the respective Care Center in Las Vegas, NV or Hollywood, FL

Essential Duties & Responsibilities

The below information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this job.

• Responsible for developing, updating, and the implementation of impactful training materials, manuals, aids, and initiatives while ensuring its accuracy
• Conducts new-hire classroom training on systems, support tools, processes, and policies
• Update or develop cross training materials for existing Associates, train existing Associates on these new topics or refresher topics and assist with scheduling tier trainings
• Manage and mentor Tier III Associates. Coach and mentor new hires through shadowing/nesting and on the floor support to improve performance
• Develop and maintain assessments that link to training materials and objectives
• Maintains a level of expertise regarding business processes, corporate initiatives, has a thorough understanding of training programs, and manages the quality call monitoring guidelines
• Conduct training needs analysis based on gap assessment methodologies providing solutions, follow through on training plans developed, and follow up to ensure its success
• Maintain the certification tracker, certify trainees and new Tier III Associates

Additional Duties & Responsibilities

• Perform or assist with operations as required to maintain workflow and to meet business needs. Notify management of ineffective equipment or operating problems and the need for additional materials and supplies.
• Perform any range of special projects, tasks and other related duties as assigned.

Education & Experience

• 2 -5 years of training experience in a call center environment
• Proven Presentation and facilitation skills and hands-on experience
• Expert knowledge of Operating systems, such as Microsoft Word, Excel, and PowerPoint
• Proven success as an effective trainer in a call center environment
• Proven success in development of training materials and modules Preferred qualifications - possession of one of the following:
• Associate degree
• Certified Professional in Talent Development
• Associate professional in Talent Development
• Certified professional in Training Management
• Certified Training and Development Professional

Knowledge, Skills & Proficiencies

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Works well independently and in team environments
• The incumbent must be able to work extended and flexible hours, including weekends as needed (schedule is subject to change based on business needs)
• Able to multitask, prioritize and manage time efficiently
• Strong verbal and written communication skills
• Excellent leadership, team building, and managerial skills
• Ability to work in a team environment as well as independently
• Detail oriented, strong organization, time management and multi-tasking skills
• Serves as a subject matter expert for all Customer Care personnel
• Bilingual in English and Spanish preferred