About This Role
The Training Director will create a program to onboard and train the highest quality of Customer Service Center agents. This position involves continually developing and maintaining working relationships with operational and other management departments to tailor and facilitate tenured agent training. The Director will partner with vendors to facilitate regular training to ensure accuracy when performing daily responsibilities, build training schedules, manage scopes of work, and hit customer milestones.
Responsibilities
- Manage and continuously develop subordinates who are direct/indirect reports
- Interact with all levels of management to ensure successful daily training operations are met and successful field training implementation
- Maintain positive working relationships to ensure successful client relationships
- Ensure that Deposita contract requirements, training, and development have been followed
- Address any issues, provide feedback to ensure that the needs of each individual client are heard and are being met
- Document, revise, and advise action plans to improve scheduling performance and function as it pertains to fulfilling client relationships
- Maintain frequent and positive contact with subordinates, customers, and the general public to ensure interactions are in alignment with the Deposita core values
- Review key performance indicators on a day-to-day basis in order to maintain control over operations
- Coach, train, and develop training leads and training reps to ensure that quality and effective training is consistently being provided
- Coordinate with Human Resources on the selection of new training staff as needed
- Design and implement quality assurance programs to ensure contract compliance and develop training programs designed to resolve deficiencies
- Develop training program proposals, including cost/benefit analysis
- Provide equipment to new employees or replacement to existing employees as necessary
Requirements
- Must possess one or more of the following:
- Bachelor’s Degree in Human Resources, Business, Education, or related field of study
- Associate’s degree in Human Resources, Business, Education, or related field of study with a minimum of five (5) years of previous leadership of a training team to include classroom instructor experience
- High school diploma or equivalent with a minimum of eight (8) years of previous leadership of a training team to classroom instructor experience
- Minimum of three (3) years of previous leadership of a training team to include classroom instructor experience
- Excellent organizational skills that include the ability to multitask and prioritize work
- Strong consultative, analytical, and problem-solving skills
