Training Director

About This Role

This role involves creating and managing training programs for Customer Service Center agents, ensuring high-quality onboarding and continuous development. The Director will work with operational departments, management, and vendors to tailor training, build schedules, manage scopes of work, and implement quality assurance programs to resolve deficiencies.

Responsibilities

• Manage and continuously develop direct and indirect reports
• Interact with all levels of management to ensure successful daily training operations and 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 and provide feedback to ensure that the needs of each individual client are heard and 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
• Work history must include demonstration of:
  • Excellent organizational skills that include the ability to multitask and prioritize work
  • Strong consultative, analytical, and problem-solving skills
  • Ability to communicate effectively with internal and external leadership team members