Empire Today

Ready to grow your career? Empire Today is seeking a Senior Manager of Training and Development to join our dynamic, fast-paced Customer Service team. This role will be responsible for designing and executing Empire Today’s call center training strategy and will oversee the Training Manager and QA agents.

We offer:

• Health benefits.
• 401K plan with premium 4% company match.
• Paid time off and holiday pay.
• Wellness program.
• Professional development & career advancement opportunities.
• Lots of perks.

Responsibilities:

• Build/implement a robust onboarding program for call center agents that covers all aspects of training needed.
• Develop ongoing coaching/training initiatives.
• Design/maintain a centralized, searchable knowledge base.
• Ensure training content is updated regularly and aligned with best practices.
• Work cross functionally to ensure all training content aligns with business and customer experience goals and company standards.
• Partner with IT to integrate modern training tech (such as LMS or AI coaching tools).
• Design interactive virtual trainings for distributed teams.
• Monitor engagement/knowledge retention through a variety of assessments.
• Evaluate customer interactions (calls, emails, etc.) to ensure QA activities align with training and development goals.
• Audit QA data to identify skill gaps and update training content as needed.

Qualifications:

• 8+ years in training and development, with 4+ years in call center/customer service training.
• Proven success in: reducing onboarding time, improving performance, and designing engaging remote training.
• Expertise in LMS platforms and QA tools.
• Ability to translate CMX metrics into actionable training.
• Strong project management and data analysis skills.

Why You’ll Love Empire

• We empower our employees to strive for their unique goals. Within such an inclusive company with unlimited growth opportunities, how far you go is up to you.
• We take care of our people. We start investing in you from day one. The perks and benefits we offer help you live well, both at work and at home.
• We have an unmatched company culture. We’ve won multiple awards for employee and customer satisfaction, and we believe it all comes down to our culture of teamwork, creativity, and growth.
• We’re one of the nation’s most recognizable brands. You’ll enjoy the stability that comes with a national company and a sense of pride when you’re a part of our team.
• Visit https://www.empiretoday.com/careers to learn more.

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. Base pay is one part of our total rewards package. Starting pay may vary based on a number of factors, including but not limited to position offered, location, and the individuals’ knowledge, skills and ability. By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies. By pressing apply and providing your telephone number and email address, you authorize Empire Today to contact you by email or telephone at the wireless or landline phone number provided using automated phone technology and/or text messaging. Message and data charges may apply. You may revoke consent at any time.