Outbound Contact Center Manager jobs in Chandler, AZ

We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of Allstate since 2019.

We are a technology and services company that has led the Identity Protection and Advanced Threat Intelligence pack for 10 plus years.

4,500 employers offer their employees the AIP protection plans, including 30% of Fortune 500. Our end-user subscriber base is nearly 5 million people covered by our comprehensive protection products.

Our product is a proactive identity monitoring service that alerts our subscribers the first sign of fraud and fully restores their identity. Our new Allstate Digital Footprint™ feature offers a simple way for customers to see and secure their data and is our next step in reinventing digital and identity protection.

Seeking Arizona based candidates who can work on-site in our Scottsdale HQ in Riverwalk (close to Top Golf and Talking Stick Resort, and next to Top Golf) 2-3 days a week.

Reporting to the SVP, Business Operations, the Training & Development Manager will lead the establishment and growth of our training department for our Contact Center primarily, and extending to other functions such as product/program training, process documentation and management

Scope of Work:

--> Build structured training and development programs for departments throughout our organization.

--> Build and shape a culture of continuous learning & development that encourages employees to seek out learning opportunities and embrace new challenges.

--> Improve the customer experience by ensuring that employees have the skills and knowledge needed to deliver high-quality products and services.

--> Partner with senior leaders in every department and HR in delivering meaningful training and development programs to include leadership development, change management, DEIB, etc. 

--> Create training resources that can be consumed in an asynchronous fashion and can be easily updated as processes or products change

Ideal candidate profile:

--> Contact Center or related experiences

--> Strong background in training facilitation 

--> Strong experience in Instructional Design 

--> Preferred experience in building high performing teams 

Role Progression: 

-----> This will be an Individual Contributor role initially, with primary focus in training and development areas for our Contact Center. Core responsibilities will include designing, implementing, training, and evaluating comprehensive programs and curriculum to support the development of our employees. You will partner with Customer Care Management to conduct learning needs analysis with business stakeholders and subject matter experts to define the most pressing development needs and build impactful solutions. 

-----> Dependent on the incumbent’s performance and understanding of the operational environment, processes, and the needs of an Identity Theft company, the team could be expanded to an Instructional Designer, Product Trainer, and Process/Documentation Analyst starting year two which the T&D Manager will manage 

• Develop and execute a strategic training plan aligned with the company's objectives and growth trajectory. 
• Collaborate with cross-functional stakeholders to identify training needs and priorities, and design customized training solutions to address them.
• Oversee the creation and maintenance of training materials, including training manuals, presentations, e-learning modules, and other multimedia resources.
• Create, implement, and manage training policies and procedures.
• Conduct regular evaluations and assessments to measure the effectiveness of training programs and identify areas for improvement.
• Stay abreast of industry trends and best practices in training and development and incorporate them into our training strategies and methodologies.
• Provide leadership and guidance to the training team, fostering a culture of continuous learning, collaboration, and innovation
• Serve as a subject matter expert on training-related matters, providing guidance and support to stakeholders at all levels of the organization.
• Champion a culture of diversity, equity, and inclusion within the training department and across the organization.

• Lead the recruitment, onboarding, and development of a team of trainers, ensuring they possess the necessary skills and expertise to deliver high-quality training programs.
• Provide leadership and guidance to the training team, fostering a culture of continuous learning, collaboration, and innovation.
• Manage the training budget effectively, ensuring resources are allocated efficiently to maximize ROI.
• Oversee the administration of Learning Management Systems
• Partner with external training consultants/vendors as needed 

• Bachelor’s degree in education, Training and Development, Human Resources, Business Administration, or a related field. 
• Minimum of 5 years of experience in training and development
• Contact Center, Call Center, Customer Service, or Online (higher education training, example) training and Development experiences
• Strong understanding of adult learning principles, instructional design methodologies, and training evaluation techniques.
• Excellent communication, presentation, and people skills, with the ability to effectively engage and influence stakeholders at all levels.
• Demonstrated project management skills, with the ability to manage multiple priorities and deadlines simultaneously.
• Experience with Articulate Storyline or other instructional design course authoring tools.
• Working knowledge of usability best practices for online materials and experiences.  

• Master’s degree in related field 
• Experience leveraging AI to enhance training programs, including design, implementation, and evaluation
• Record of accomplishment of successfully building and managing training teams in fast-paced and dynamic environments
• Certification in training and development (e.g., CPLP, CPTM)
• Experience working in the Identity Protection industry 

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.

Employment Criteria

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen 

Work Environment & Physical Demands

AIP is a remote-first company, however, some of our roles are required to be in-office or hybrid work, especially in our Customer Care and related teams. We primarily collaborate with our US colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication.

Additional Information

AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.

Please let us know if you need a reasonable accommodation.

Employee Privacy Statement :

Your privacy is very important to us.  Allstate Identity Protection is a wholly owned subsidiary of the Allstate Corporation. To find information on our privacy practices as it relates to the collection, use and sharing of personal information relating to prospective, current, and former employees in the United States, see the Allstate US Employee Privacy Statement. Please click CA Notice of Collection to learn more on the information we collect and how we collect it.

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By submitting this application, I confirm that I have submitted the correct and accurate information that AIP can verify from their background check provider.