Employee Service Center Training Manager

Job Description

Job Description

The Employee Service Center Training Manager will serve as the liaison between the Workday Training Team and the ESC, coordinating training delivery and supporting a major HR go-live effort. This role trains and onboards incoming ESC contractors, builds training materials, and uses call and case review to coach agents and close skill gaps.

Responsibilities

• Act as liaison between the Workday Training Team and the ESC — coordinate trainings, keep the ESC team updated on upcoming sessions, deadlines, and completion status, and schedule additional trainings as needed
• Assist the ESC Agent Manager in training incoming contractors (8–11) who will support the HR go-live
• Build training materials and deliver training to incoming staff, both temporary and permanent
• Review calls and cases to spot patterns and opportunity areas, and coach agents accordingly
• Report on training effectiveness and outcomes to ESC leadership

Mandatory Skills

• Strong, hands-on Workday experience
• HR experience — has worked within an HR function
• Excellent communication and coordination skills
• Ability to work independently and manage multiple priorities

Preferred Skills

• Experience training within an HR function
• Experience within an Employee Service Center or HR Shared Service Center
• Experience with ServiceNow

Assignment Length: Contract
Start Date: ASAP
Location: Chicago, IL, United States — hybrid, 2 days in office