Senior 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!

Summary: 

The Senior Director Training is responsible for managing the New Hire training for one of the Healthcare programs globally. The Senior Director Training would be the 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. The Training Department is responsible for four major disciplines: Training Delivery, Instructional Design, Learning & Development and Corporate Compliance Training.  This is an integral role in the management and direction of global training solutions.

Principle Accountabilities (Key Result Areas):

• 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

• Implements effective training strategies and develops the company training department

• Develop training materials including trainer auditing guides, participant materials, and survey systems

• Facilitates the planning and delivery of programs and strategies jointly with local and corporate stakeholders

• Responsible for driving results, creating reports, managing and enhancing tools to measure and encourage effective training programs

• Track trends and make recommendations for new best practices and technology, using data including reporting, scorecards, and surveys

Attributes & Attitude:

• Confident, self-starter, proactive – skilled in taking initiative, assessing requirements

• Demonstrates a high degree of adaptability, comfortable in establishing new direction, managing rapid change

• Able to translate, articulate, simplify and communicate complex business and technical functions to audiences with different levels of expertise

• Able to maintain an effective organization structure that reflects Everise’s requirements for quality and training programs

• Excellent management skills in a global multi-location environment with an emphasis on people, skills and a ""roll up your sleeves"" management style

• Ability to handle multiple tasks in a high paced work environment

• Able to thrive in an environment with regularly changing priorities

• Excellent written and oral English communication skills including ability to plan and deliver effective presentations

Knowledge:

• Bachelor’s degree in education, adult training or equivalent experience

• 7+ years managing a global training team, in a call center setting, with experience in a BPO with heavy ramp environment

• 5+ years of experience in facilitation and training

• 5+ years LMS management and usage experience  

• Experience in leading training programs of 30+ new hire classes during aggressive ramps

• Experience in launching new training programs on aggressive timelines

• Understanding and experience with Adult Learning Principles

• Proficient with G-Suite applications

• Technical writing ability

• Understanding of instructional design and ability to gather and present feedback

• Strong verbal and written communication skills

• Proficient in MS Office, specifically Excel and PowerPoint, as well as company-specific systems and programs

Compensation & Benefits:

The anticipated base salary range for this remote position is between $120,000 - $135,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.

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