Training Director

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:

• 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.

• Oversee the development of a strategic training plan and all related content and evaluations.

• Develop and oversee all e-learning initiatives to deliver individual and team training content to remote office locations.

• Manage, develop and grow training staff. Partner with Managers to ensure the continued growth and development of training resources in each campaign.

• Maintain a keen understanding of training trends, developments and best practices

• Champion the use and advancement of the company's CRM.

• Collaborate with the leadership team to teach best practices for managing the programs metrics through established systems and processes.

• Establish team processes and metrics, and hold each member of the team accountable for individual and group results. Develop and lead team recognition programs.

• Help develop and teach best practices and performance standards to meet business objectives and goals

• Build a team by supporting a positive, open culture that encourages and rewards cooperation and collaboration

• 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.