Learning and Development Manager; Call Center

Learning and Development Manager Responsibilities

Consolidated Credit seeks a Learning & Development Manager to lead the development of training programs that strengthen the Credit Counseling team. This role will implement training programs that help counselors deliver empathetic and compliant financial guidance while improving client engagement and enrollment outcomes. Collaborating closely with Contact Center Leadership, Compliance, and Quality Assurance, the Training Manager will help ensure that individuals seeking financial assistance receive trusted, compassionate, and effective counseling that leads to meaningful financial solutions.

The Learning & Development Manager is responsible for leading strategic learning and development activities in the Call Center. The L&D Manager is responsible for training from initiation through delivery. The L&D Manager must possess project management skills and ability to prioritize work and handle multiple projects simultaneously. The Manager must translate organizational needs into integrated learning and development plans and must be versed in multiple training modalities.

• Content development, delivery, training administration
• Collaborate with leaders in the Call Center and spearhead the analysis, design, development, delivery, and evaluation of the training program
• Conduct regular training, needs assessments and quality audits through review of key performance metrics, quality review of work products, and feedback from team members and management
• Work closely with Compliance to ensure that the company’s training programs incorporate essential compliance components
• Responsible for management of the Learning Management System (LMS) and adherence to mandatory training schedules
• Anticipate and meet the training and development needs and contribute to talent development in the Call Center
• Conduct post‑training lessons learned reviews
• Demonstrate the value and impact of learning through data analysis to measure the effectiveness and efficiency of the learning experience
• Coach and mentor
• Administrative and other duties and responsibilities as assigned related to the stated job function

• Bachelor's Degree in Organizational Development, Human Resources, Adult Learning, Instructional Design, or related field (preferred)
• Minimum 3+ years working in a learning and development education/training department in a call center and/or financial institution
• Learning and Development experience in a sales environment (a must)
• Proven record of training, instructional design and training facilitation experience
• Project management skills and ability to prioritize work and handle multiple projects simultaneously
• Must have a foundational understanding of various learning theories, development tools, and instructional design approaches
• Strong facilitation and communication skills