Manager, Facilitation Management in Remote, USA at TTEC

Date Posted: 9/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Remote, USA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Our Focus 
TTEC is helping organizations transform the customer experience and to do so requires a transformation in employee experience
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement. This requires a transformation in technology, operations and capability and knowledge.  The Learning and Performance team are responsible for delivering outstanding knowledge, learning and performance transformations using virtual, digital, technology and facilitated delivery.
We hire only high performing, highly qualified and passionate people to help us to build exceptional customer experiences, learner and employee experiences
What it means to be in Delivery at TTEC
Solving knowledge, learning, competence, engagement and connected challenges for clients requires a deep passion for clients, learning and colleagues.  
Global clients require global solutions. Global solutions require colleagues to work closely and as ONE TTEC to deliver outstanding customer experience. We partner with our clients to bring people, process and technology together to turn one-off tactics into a learning and performance program embedded with long-term strategies and goals. We focus on :
  • People Excellence – Empowering employee experiences by working closely as a team, aligning our values, continuously growing, and being there for one another

  • Business Excellence – Driving revenue through efficient resourcing, scheduling and delivery of projects and services,

  • Operational Excellence – Growing operating income through efficient use of global resources, utilization and cost management,

  • Client Excellence – Ensuring we are worthy of testimony, case studies and awards in everything we do. 

General Summary :
A results-oriented manager within the Facilitation Management, you are expected to be experienced in the delivery of blended learning training programs. This includes  system, product, and industry specific training, and coaching skills for employees and supervisors. Previous experience working with corporate training clients is also integral to this position.. Proven ability to deliver and implement curricula for sustained business growth. Must possess communications skills and business acumen in order to work effectively with internal and external customers.
The Manager, Facilitation Management will work in a matrix-team of facilitators around the globe, providing our clients with the strategies and tools they need to execute on their own vison, strategy and goals.  
Essential Duties & Responsibilities :
  • Liaison with the project management and program management teams to coordinate the delivery & development of the learning content.
  • Face to face and virtual delivery of training and learning solutions at 70% utilization.
  • Develops plans associated with the implementation of all client-specific training programs.
  • Works with resourcing managers scheduling classes to ensure maximum efficiency of training resources.
  • Adapts strategies and solutions that are consistent with project goals and objectives, demonstrating critical thinking when making decisions and problem solving.
  • Provides feedback  and ensures communication and delivery of daily product and recommended technical changes by utilizing post event surveys for projects
  • Conducts self-reviews and ensures integrity of trainer evaluations.
  • Tracks hours associated with client training and ensure that all costs are appropriately billed.
  • Collaborates with the resourcing team to ensure that Learning Delivery administrative functions and reporting are completed for all Clients.
  • Partners with the C5 management and program management team to drive the continuous improvement of the centre of excellence’s content.

What we’re looking for : 
An  individual that will lead every day, live life passionately, seek first to understand and always do the right thing….while not being afraid to reach for the amazing! 
  • Prefer 5 years’ experience in operations and/or learning fields
  • Good level facilitation skills in the appropriate centre of excellence content
  • Good level of facilitation across 1 or more methods of delivery (keynote, 1 :1, group, senior executive, virtual)
  • BA/BSc or equivalent experience
  • Practical application of social media activity and knowledge management technologies and practices
  • Experience and credibility in working as a consultant to business leaders; Ability to influence decision-makers
  • Ability to work with virtual groups and facilitators across regions
  • Outstanding communication and interpersonal skills
  • Excellent presentation development skills
  • Great desire for self-development and improvement.
  • Strong facilitation skills.
  • Competency in learning theories, linking employee performance to the effectiveness of the training program.
  • Demonstrated commitment to a teamwork environment.
  • Demonstrated problem solving and decision making skills.
  • Strong organizational skills including attention to detail and follow through.
  • Easily adaptable to a fast paced, ever changing environment.
  • Demonstrates the ability to multi-task effectively under considerable pressure of deadlines.

Additional Specific Duties & Responsibilities : 
  • Approximately 50%-75% travel required.
  • Keeps abreast of developments in the learning, social, and knowledge management fields and works with others to implement new and innovative products.
  • Builds strong relationships with sales and operations executive management stakeholders, within TTEC and with client partners.
  • Prepare and present recommendations and plans to client decision makers.

Who We Are :
TTEC (formerly TeleTech) is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.