DSI Systems Inc., an authorized AT&T Representative partner, is seeking a dynamic and experienced Director of Call Center Training to lead the development and execution of impactful training programs for our customer service teams. This role is responsible for identifying training needs, creating curriculum, delivering instruction, and evaluating program effectiveness to ensure all call center agents are prepared to deliver best-in-class customer experiences. The Director will collaborate closely with leadership and cross-functional teams to align training strategies with business goals and drive performance excellence.
The ideal candidate brings a strong background in training program design and delivery, particularly within high-volume call center environments. They possess proven leadership skills, technical proficiency in learning platforms, and a deep understanding of call center operations and customer service standards. This individual will also manage training budgets, oversee a team of trainers, and champion a culture of continuous improvement and development across the organization.

REQUIREMENTS

• Minimum of 10 years of experience in call center training, including program design, delivery, and evaluation
• Experience within the telecommunications industry strongly preferred
• Proven track record of developing high-impact training programs that drive performance and customer satisfaction
• Strong leadership and team management skills, with the ability to mentor and motivate others
• Excellent verbal and written communication skills, with strong presentation abilities
• Analytical and problem-solving skills to assess training needs and improve program effectiveness
• Proficiency with learning management systems (LMS), e-learning tools, and training technology
• Solid understanding of call center operations and customer service best practices
• Bachelor’s degree in education, human resources, or a related field
• Relevant certifications in training and development (e.g., CPTD, Train-the-Trainer) preferred

RESPONSIBILITIES

• Identify training needs and performance gaps through surveys, interviews, and data analysis
• Design and develop tailored training materials, including e-learning courses, manuals, and workshops
• Deliver training sessions and workshops for new hires and existing employees
• Evaluate training effectiveness using performance metrics, feedback, and assessments
• Continuously update training programs to reflect industry trends and technological advancements
• Collaborate with call center leadership, HR, and other departments to align training with business objectives
• Manage training budgets, vendor relationships, and resource allocation
• Lead and mentor a team of trainers, promoting a culture of ongoing learning and development