Director of Training

Company Overview:

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today

Position Purpose:

As a Training Director, you will be responsible for managing training delivery including training up to 5,000 new hires. The position is responsible for the overall management of daily activities of the Training Team supporting multiple clients and LOBs and providing supervision and guidance to the Training team. As a strategic leader, part of your scope is planning total training policies, programs, new testing tools, methods, and systems to ensure products and services meet quality standards & all the Ops KPIs.

Principle Accountabilities:

• Directs the planning, design, and implementation of training programs and effectiveness, new trainer onboarding, continuing education, policies and procedures in partnership with internal and external stakeholders
• Administration of employee training, including evaluating training needs, evaluating and revising current course materials, and analyzing course feedback
• Manage the development of the team with individual coaching weekly, including mentoring, coaching, review/looking forward to planning, personal/professional development, and removing obstacles
• Administration of managerial tasks, including payroll approval, dashboards, client & executive leadership needs analysis, and program reporting
• Validate and inspect trainer readiness and real time in-class observations, as well as effective use of Standard Operating Procedures; observations and coaching must account for 10% of weekly time
• Experience in leading training programs of 200+ new hire classes during aggressive ramps.
• Experience in launching new training programs on aggressive timelines
• Ensure minimum of 85% graduation rates for all Trainers; work with Internal Stakeholders to remove roadblocks in achieving grad rates
• Experience in leading fast paced result oriented new hire classes in a virtual or brick & mortar environment
• Ability to understand and collaborate on training attrition performance in comparison to financial needs and results
• Ability to multitask in a fast paced, virtual environment and effectively pivot to change in direction based on client and business needs
• Ensure all off platform Trainers take phone calls with Quality evaluations
• Attend client sponsored calls and trainings as necessary
• Review ramp plan needs with Training Leadership and hire Trainers in accordance with client/ramp expectations
• Ensure that all trainees and trainers are actively engaged in the training process through the new hire lifecycle: Planning-Trainer Readiness-SOP's, Trainer Development, Training Throughput and post day performance
• Other duties and projects as assigned

Attributes & Attitude

• Excellent communicator
• Leadership Impact
• Results Driven
• Customer Focus
• Teamwork
• Strategic Thinking
• Developing Others

Knowledge

• Bachelor's or Associate's degree preferred
• 1 - 2 years of experience at the Director level, with a proven track record in leading large-scale training functions
• 2+ years managing a global training team across multiple GEOs, particularly the U.S.
• Strong experience in the Healthcare vertical, including managing seasonal volume fluctuations and large-scale training ramps
• 2-3 years of call center experience, with a focus on BPO heavy ramp experience
• 1-2 years of LMS management and usage experience
• Excellent communication, stakeholder engagement, and leadership skills, with a strong attention to detail
• Proficient in MS Office, specifically Excel and PowerPoint, as well as company-specific systems and programs
• Understanding and experience with Adult Learning Principles
• Proficient with G-Suite applications
• Technical writing skills
• Understanding of instructional design and ability to gather and present feedback