Talent Development Manager, Contact Center - Atlanta, GA

<div class="content-intro"><p>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.</p></div><p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Role Overview</span></strong></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p>
<p><em><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Talent Development & Facilitation</span></em></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Facilitate onboarding, leadership development, sales, customer experience, systems, and other talent development programs.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
</ul>
<p><em><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stakeholder Partnership & Collaboration</span></em></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
</ul>
<p><em><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Performance Consulting & Talent Insights</span></em></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Analyze talent capabilities, experiences, and outcomes to support strategic business and departmental goals.</span></li>
</ul>
<p><em><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Program Management & Learning Operations</span></em></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead multiple talent development initiatives simultaneously, ensuring successful execution and measurable impact.</span></li>
</ul>
<p><em><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Culture & Leadership</span></em></p>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Serve as a culture leader, modeling expected behaviors and promoting associate engagement and development.</span></li>
</ul>
<p><strong><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Qualifications </span></strong></p>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stellar 3+ years of multifamily experience working with prospects, residents, and vendors preferred.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
</ul>
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<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent written, verbal, and interpersonal communication skills.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical, critical thinking, and problem-solving abilities.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span 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.</span></li>
</ul>
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Based in the Atlanta Contact Center (Sandy Springs, GA).</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to travel up to 25%, including regular travel to the Dallas Contact Center.</span></li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Spanish fluency preferred.</span></li>
</ul>
<p> </p><div class="content-conclusion"><p><strong>About Cortland</strong></p>
<p>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.</p>
<p>Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.</p>
<p> </p>
<p><em>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 hidden]</em></p>
<p><em>Cortland is a drug-free workplace.</em></p>
<p><em>Cortland participates in e-verify to verify the employment status of </em><em>all persons hired to work in the United States.</em></p>
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