Talent Development Manager, Contact Center - Atlanta, GA at Cortland

Atlanta, GAFull-timeTalent DevelopmentPosted 5 days ago

About the Role

<div class="content-intro">At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.</div>Role Overview As the Talent Development Manager, you'll play a critical role in anticipating and meeting the evolving development needs of Cortland's Contact Center. Partnering with leaders across the Talent Development and broader Talent teams, as well as Contact Center leaders, you'll drive learning and development initiatives that build associate capability, elevate performance, and advance Cortland's culture and business objectives. Talent Development & Facilitation <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Deliver engaging learning experiences across multiple channels that support business goals and reinforce Cortland's culture.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Facilitate onboarding, leadership development, sales, customer experience, systems, and other talent development programs.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure associates are proficient in Cortland's Standards of Excellence, processes, systems, and customer experience expectations.</li> </ul> Stakeholder Partnership & Collaboration <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build trusted relationships with Talent, Contact Center, and business leaders to identify development needs and recommend solutions.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with the Instructional Design team as a subject matter expert to develop and enhance learning content.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with leaders to assess emerging development needs and align learning solutions with business objectives.</li> </ul> Performance Consulting & Talent Insights <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Conduct needs assessments to identify skill gaps and develop targeted development plans for associates, supervisors, and managers.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Use talent and learning data to evaluate program effectiveness, identify trends, and inform development strategies.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Analyze talent capabilities, experiences, and outcomes to support strategic business and departmental goals.</li> </ul> Program Management & Learning Operations <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with the Talent Programs Manager to coordinate and enhance the Peer Coaching Program, including onboarding and developing Peer Coaches.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage learning assignments and course completions within the Learning Management System (LMS), driving participation and engagement.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead multiple talent development initiatives simultaneously, ensuring successful execution and measurable impact.</li> </ul> Culture & Leadership <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Champion Cortland's values and foster a culture of continuous learning, growth, and high performance.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as a culture leader, modeling expected behaviors and promoting associate engagement and development.</li> </ul> Qualifications  <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor's degree in Business, Communications, Human Resources, or a related field preferred; equivalent experience considered.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stellar 3+ years of experience in learning and development, including delivering training content and creating engaging learning experiences; multifamily industry experience preferred.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stellar 3+ years of multifamily experience working with prospects, residents, and vendors preferred.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proficiency in Microsoft Office Suite; experience with systems such as Funnel, OneSite, Power BI, ReflexAI, and TalentQuest preferred.</li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong facilitation skills with the ability to effectively lead both in-person and virtual learning experiences for small and large audiences.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent written, verbal, and interpersonal communication skills.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical, critical thinking, and problem-solving abilities.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to build relationships and collaborate effectively with associates and stakeholders at all levels of the organization.</li> </ul> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Based in the Atlanta Contact Center (Sandy Springs, GA).</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to travel up to 25%, including regular travel to the Dallas Contact Center.</li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Spanish fluency preferred.</li> </ul>  <div class="content-conclusion">About Cortland Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio. Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.   Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email [email protected] Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States. California Applicant Privacy Notice We collect personal information from all job applicants, including identifiers (e.g., name, contact details), professional or employment information (e.g., résumé, work history, qualifications), and education information. This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process. California residents may request access to or deletion of their personal information by contacting us at <a href="mailto:[email protected]">[email protected]</a> GDPR Statement When you apply to a job on this site, the personal data contained in your application will be collected by Cortland (“Controller”), which is located at 3424 Peachtree RD NE Suite 300 Atlanta, GA and can be contacted by emailing [email protected] because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Greg Shultz, who can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at [email protected] Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.      </div>

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