About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.
The Role:
The Learning and Development Manager will lead and develop our Customer Operations training program and agent resources for internal team members and our BPO call centers around the globe. They will report directly to the Director of Shared Services. In this role, you will be responsible for designing, implementing, and evaluating training programs and maintaining resources that equip our call center agents with the knowledge, skills, and tools necessary to deliver the gold standard of customer service while achieving all performance goals. You will play a critical role in ensuring our representatives are well-prepared to handle customer inquiries, resolve issues effectively, and promote our products and services.
If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.
How You Will Make an Impact:
Design, develop, maintain and update training content to reflect changes in products,
services, policies, and procedures to prepare our global agent base
Own delivery and success of training programs in a variety of formats, including in-person classroom sessions, and online learning modules internally and with our BPO partners
Develop and monitor assessment tools to evaluate the effectiveness of training programs and identify areas for improvement internally and with our BPO partners
Analyze call center metrics (e.g., call handle time, customer satisfaction scores) to identify training needs and opportunities for performance enhancement
Maintain Customer Operations Knowledge Base and support the use of these materials
by agents and automated systems that handle end user and client inquiries
Proactively identify opportunities to improve training programs and processes
Collaborate with call center leadership and international stakeholders to ensure training
aligns with business objectives and customer needs
What You Bring to The Team:
3+ years of experience in training and development, with a focus on call center operations, preferably within a financial services or fintech environment
Strong knowledge of adult learning principles and instructional design methodologies
Excellent communication, presentation, and facilitation skills
Proven ability to design and deliver engaging training programs with external
stakeholders
Experience with LMS platforms, Docebo preferred
Strong analytical and problem-solving skills
Proficiency in G Suite
What We Offer:
Exceptional health, vision, and dental care
Opportunity for equity ownership
Life and AD&D, short- and long-term disability
Employee Assistance Program
Employee Resource Groups
Fun company outings and events
Unlimited PTO
401K with company match