Learning & Development Leader, Contact Center

Cortland; Atlanta (GA); On-site; USD 85,000 - 115,000; Full time

Job summary

Cortland in Atlanta, GA is seeking a Talent Development Manager for the Contact Center to lead engaging learning experiences that drive associate capability, performance, and Cortland's culture.

You will partner with Talent Development and Contact Center leaders, deliver onboarding, leadership development, sales, and customer experience programs, and use data to assess impact and inform future learning initiatives.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 3+ years of learning and development experience; multifamily industry preferred.
• 3+ years in multifamily with prospects, residents, and vendors preferred.
• Proficiency in Microsoft Office; experience with Funnel, OneSite, Power BI, ReflexAI, and TalentQuest preferred.
• Strong facilitation skills for in-person and virtual learning experiences.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to travel up to 25% (including to the Dallas Center).

Responsibilities

• Deliver engaging learning experiences across channels to support business goals and Cortland's culture.
• Facilitate onboarding, leadership development, sales, customer experience, systems, and other programs.
• Ensure associates are proficient in Cortland's Standards of Excellence and processes.
• Build trusted relationships with Talent, Contact Center, and business leaders to identify needs.
• Collaborate with Instructional Design to develop content and solutions.
• Use talent data to evaluate program effectiveness and inform strategies.
• Coordinate and enhance the Peer Coaching Program and LMS activities.
• Lead multiple talent development initiatives with measurable impact.

Skills

Facilitation skills

Strong communication

Analytical thinking

Relationship building

MS Office proficiency

Power BI

Education

Bachelor's degree in Business, Communications, Human Resources, or related field

Tools

Funnel

OneSite

Power BI

ReflexAI

TalentQuest

Job description

Cortland in Atlanta, GA is seeking a Talent Development Manager for the Contact Center to lead engaging learning experiences that drive associate capability, performance, and Cortland's culture.

You will partner with Talent Development and Contact Center leaders, deliver onboarding, leadership development, sales, and customer experience programs, and use data to assess impact and inform future learning initiatives.