Position Purpose:
The Training Director shall be responsible in growing and leading a team of
training specialists to support the ramp growth and class performance. He or she
must have passion to serve all customers, thrive in a high-intensity, high
volume environment while achieving the highest level of customer experience.
Essential Functions and Responsibilities:
1. Lead the training team to develop and deliver employee training and
on-boarding programs to support company growth and performance goals. This
includes identifying and assessing future and current training requirements
and resources.
2. Oversee the development of a strategic training plan and all related
content and evaluations.
3. Develop and oversee all e-learning initiatives to deliver individual and
team training content to remote office locations.
4. Manage, develop and grow training staff. Partner with Managers to ensure
the continued growth and development of training resources in each
campaign.
5. Maintain a keen understanding of training trends, developments and best
practices
6. Champion the use and advancement of the company's CRM.
7. Collaborate with the leadership team to teach best practices for managing
the programs metrics through established systems and processes.
8. Establish team processes and metrics, and hold each member of the team
accountable for individual and group results. Develop and lead team
recognition programs.
9. Help develop and teach best practices and performance standards to meet
business objectives and goals
10. Build a team by supporting a positive, open culture that encourages and
rewards cooperation and collaboration
Qualifications
* Bachelor’s Degree education preferred.
* Three to five years experience in leading the training delivery function in
the call center industry is preferred.
* Shall lead the implementation of all training strategies
* Impressive communication, planning, leadership, coordinating, and team
management is required.
* Experience being directly involved in curriculum development projects.
Understanding of the Instructional System Design (ISD) process is required.
* Experience in conflict resolution/negotiation, team and consensus building is
required.
* Proficiency in MS Office, flowcharting, and project management software is
required.
* The ability to look for and implement solutions that improve performance is
required.
Responsibilities
The Training Director is responsible for overseeing the development and implementation of training programs. This role involves assessing training needs and ensuring that training initiatives align with organizational goals.
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