Lead, Learning & Development (Call Center)

Job Summary:

The Learning and Development Lead at Great Wolf Lodge Contact Center will be a key strategic partner responsible for designing, implementing, and optimizing training programs that enhance employee performance, engagement, and guest satisfaction. This role will drive initiatives that support operational excellence by fostering a culture of continuous learning and development. The L&D Lead will work closely with one internal trainer and a team of trainers at our BPO partners to ensure consistent training delivery across all locations. This position ensures that all team members-both in-house and remote-are equipped with the skills and knowledge to deliver an outstanding, low-effort guest experience while driving financial performance.

Responsibilities:

Training Strategy & Program Development

• Develop, implement, and continuously improve training programs that support the guest experience, operational efficiency, and financial goals of the Contact Center.
• Collaborate with leadership, and subject matter experts to assess training needs and create tailored learning solutions for individuals, teams, and the entire Contact Center.
• Design and execute a digital remote training program to effectively onboard and develop work-from-home agents.
• Lead the creation of engaging training materials, including webinars, videos, e-learning modules, presentations, and classroom sessions.
• Establish structured learning pathways to support employee career progression within the Contact Center.

Learning Management & Training Delivery

• Manage and optimize the Learning Management System (LMS), including new hire enrollment, content curation, reporting, and system improvements.
• Partner with the internal trainer and BPO training teams to ensure consistent and effective training delivery across all locations.
• Develop and deliver interactive in-person and virtual training sessions that engage employees and improve retention.
• Implement data-driven training evaluations to measure effectiveness, ensure continuous improvement, and demonstrate ROI.
• Create and maintain a training database to track key metrics, analyze trends, and support decision-making around future learning initiatives.

Collaboration & Stakeholder Engagement

• Partner with Operations, and Trainers to analyze performance trends and implement training-based solutions.
• Work closely with Contact Center Leadership to ensure training initiatives align with broader business goals.
• Work collaboratively with BPO training teams to align training content, ensure quality assurance, and drive continuous improvement in outsourced operations.
• Research, select, and manage external training vendors as needed to supplement internal training efforts.

Team Leadership & Development

• Lead and coach the internal trainer and oversee BPO trainers, ensuring high-quality facilitation and instructional delivery.
• Allocate resources effectively to support training programs and business needs across internal and external teams.
• Implement a structured Trainer development program to enhance facilitation skills and training impact.

Operational Excellence & Additional Responsibilities

• Maintain comprehensive training records, ensuring compliance and documentation of employee development.
• Develop and distribute a quarterly training calendar, along with periodic training reports and ROI analyses.
• Stay current on industry best practices by attending training workshops, reviewing professional literature, and incorporating new learning methodologies.
• Manage additional strategic projects as assigned.
• Support operations as needed (filling in where appropriate) to ensure Contact Center success

Qualifications & Experience:

• Bachelor’s degree in Organizational Development, Training, Human Resources, or a related field (preferred).
• 3+ years of experience in Learning & Development, Training, or Talent Development, preferably in a Contact Center or Hospitality environment.
• Proven experience designing, implementing, and managing training programs for both in-person and remote teams.
• Expertise in learning management systems (LMS), e-learning development, and instructional design.
• Strong experience in performance analysis, training impact measurement, and data-driven training improvements.
• Exceptional facilitation and presentation skills, with the ability to engage diverse learners.
• Ability to influence and collaborate with stakeholders at all levels of the organization.
• Strong project management skills to manage multiple training initiatives.
• Knowledge of contact center operations, guest service best practices, and adult learning principles.

Preferred Skills:

• Certification in Instructional Design, Training & Development, or Leadership Coaching.
• Experience using Adobe Captivate, Articulate Storyline, or other e-learning tools.
• Familiarity with remote training technologies and virtual classroom management.
• Experience leading both internal and external (BPO) training teams
• Ability to work out of one of Great Wolf’s Corporate Offices, either in Chicago, IL or Madison, WI. Great Wolf’s Corporate Offices are currently following a hybrid schedule: M/F optional remote work, T/W/TH in-office. This schedule is subject to change.

Estimated Salary Range

$85,000 - $105,000 per year

An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of Great Wolf’s total compensation package. Other rewards may include annual bonuses, a Paid Time Off policy, and other perks.