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Call Center - Training Director
Code: CC-TR-Dir |
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| Job Description: |
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| The Call Center Training Director will plan, initiate and manage training programs that further the development of staff and enhance overall performance. He/she will identify opportunities, collaborate with operations and client management teams, deliver instruction, drive continuous improvement, and track results. This position will report directly to the Call Center Vice President and will serve as a member of the executive team. |
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| Job Responsibilities: |
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Designing and develop training programs |
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Provide strategic planning and goal setting by analyzing data from the training department to ensure customer satisfaction |
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Analyze the existing call center-wide training materials and procedures to retain the effective support structure or create a new support structure to ensure the delivery of quality services to our clients and customers |
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Analyze data and create reports to ensure service breakage trends are immediately identified |
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Direct and develop the training management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience |
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Create and administer divisional capital budget and expenditures. |
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Continually investigate and introduce process improvement measures and present suggestions to the Call Center Vice President for consideration |
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| Job Requirements: |
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Bachelor’s degree preferably a training-, development- or communications-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 8 years of management experience with a minimum of 5 years in successfully managing the training department of a large-scale call center |
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Proven ability to design and develop training programs |
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Proven ability to work independently and oversee all aspects of training and development |
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Possess strong leadership, project management and problem analysis skills |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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