Team Lead, Member Services – Change Management

Jobtailor; Deutschland; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a program leader to own onboarding and training for a rapidly growing contact center. You will lead 4-5 mentors, design curricula, and ensure new hires reach readiness within 90 days.

You will align the yearly training class schedule with staffing forecasts and business demand, shaping vendor partnerships and candidate pipelines. Collaborate with Recruiting and HR to ensure smooth candidate flow and class fill rates, while developing scalable training strategies for virtual

Qualifikationen

• Bachelor’s degree or equivalent work experience.
• Leadership experience in a contact center, training, recruiting, or operational role.
• Experience in talent development, onboarding, and training program design.
• Experience leading change management, communications, or organizational rollouts.
• Strong ability to manage multiple priorities with clear accountability.
• Excellent communication skills with ability to translate complex information into actionable guidance.
• Strong analytical and problem-solving skills.
• Ability to operate in a fast-paced, high-accountability environment.
• Proficiency in Microsoft Office and contact center systems.

Aufgaben

• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance.
• Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand.
• Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development.
• Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates.
• Design and implement new hire training strategies, including both virtual and in-person delivery models.
• Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs.
• Establish and execute a structured post-class support model including mentor‑to‑new hire buddy assignments, peer shadowing, and live call support.
• Ensure ongoing coaching and structured support for all new hires during the first 90 days.
• Track, measure, and report on new hire performance during the first 90 days and identify required interventions.
• Ensure new hires meet defined readiness and performance expectations prior to full production.
• Continuously improve onboarding and recruiting processes based on performance data and business needs.
• Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services.
• Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization.
• Translate complex changes into clear, actionable messaging aligned to frontline execution.
• Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans.
• Coordinate and deliver training and enablement efforts required for successful adoption.
• Ensure all communications are timely, accurate, and accessible to frontline staff and leadership.
• Track and report on change adoption, knowledge retention, and execution effectiveness.
• Identify gaps in adoption and implement targeted communication or training actions.
• Maintain structured prioritization, sequencing, and impact management for all changes.
• Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

Kenntnisse

Leadership

Change management

Communication

Prioritization

Analytical thinking

Multitasking

Microsoft Office

Contact center ops

Ausbildung

Bachelor’s degree or equivalent work experience

Tools

CRM systems

Microsoft Office

Jobbeschreibung

Responsibilities

• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance.
• Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand.
• Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development.
• Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates.
• Design and implement new hire training strategies, including both virtual and in-person delivery models.
• Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs.
• Establish and execute a structured post-class support model including mentor‑to‑new hire buddy assignments, peer shadowing, and live call support.
• Ensure ongoing coaching and structured support for all new hires during the first 90 days.
• Track, measure, and report on new hire performance during the first 90 days and identify required interventions.
• Ensure new hires meet defined readiness and performance expectations prior to full production.
• Continuously improve onboarding and recruiting processes based on performance data and business needs.
• Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services.
• Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization.
• Translate complex changes into clear, actionable messaging aligned to frontline execution.
• Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans.
• Coordinate and deliver training and enablement efforts required for successful adoption.
• Ensure all communications are timely, accurate, and accessible to frontline staff and leadership.
• Track and report on change adoption, knowledge retention, and execution effectiveness.
• Identify gaps in adoption and implement targeted communication or training actions.
• Maintain structured prioritization, sequencing, and impact management for all changes.
• Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

Requirements

• Bachelor’s degree or equivalent work experience
• Proven leadership experience in a contact center, training, recruiting, or operational role
• Experience in talent development, onboarding, and training program design
• Experience leading change management, communications, or organizational rollouts
• Strong ability to manage multiple priorities with clear accountability
• Excellent communication skills with ability to translate complex information into actionable guidance
• Strong analytical and problem‑solving skills
• Ability to operate in a fast‑paced, high‑accountability environment
• Proficiency in Microsoft Office and contact center systems

Core Competencies

Demonstrates expertise in leading and managing onboarding and training programs, with a focus on change management and effective communication strategies. Proven ability to analyze performance data to enhance new hire readiness and operational effectiveness.