Director - 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 4.5 / 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 act as an expert in managing the New Hire training for one of the Healthcare programs globally.

The Training Director would be the single point of contact and decision-maker for the Training team. The position is responsible for the overall management of daily activities of the Training Team supporting multiple 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.

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 30+ 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 30-60-90 day performance

Other duties and projects as assigned

Attributes & Attitude :

Excellent communicator

Leadership Impact

Results Driven

Customer Focus

Teamwork

Strategic Thinking

Developing Others

Qualifications :

Bachelor's or Associate's degree preferred

Previous Director experience preferred

2+ years managing a global training team

3-5 years of training facilitation experience

2-3 years of call center experience, with a focus on BPO heavy ramp experience

3-5 years of supervisory / management experience

1-2 years of LMS management and usage experience

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

Facilitation and training experience

Technical writing skills

Strong verbal and written communication skills

Understanding of instructional design and ability to gather and present feedback

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.