DIRECTOR OF TRAINING

1-800-PACK-RAT was founded in 2002 with a focus on making moving and storage simple. With portable storage containers, customers have the flexibility to choose on-site storage, warehouse storage, local moving, long-distance moving or any combination. Our team of experts is available to help customers from start to finish with the goal of exceeding every customer’s expectations.

1-800-PACK-RAT knows that the only way to be the best in our industry is to have the best people. We pride ourselves on having the best sales, customer service, and support teams and we ensure that every employee receives training when they start and has support whenever they need it. We are team-oriented and always looking to work together to provide the best services in our industry.

Job description

Summary/objective

The Training Director is responsible for overseeing the development, implementation, and evaluation of all training programs within contact center, identifying training needs, designing curriculum, managing Training and QA leadership team(s), and ensuring alignment with business goals by assessing employee skills and performance to optimize overall employee development and organizational effectiveness.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Possess an understanding and be able to utilize a variety of training techniques, strategies, and concepts into training programs
• Navigate process & project management & see various initiatives to completion with minimal supervision
• Proven track record of leading development of contact center training efforts and participation in systems implementation as member of a cross functional team.
• Proficiency in Salesforce.com development including custom objects, workflows, triggers, and process flows.
• Conduct needs assessment and identifying performance gaps and implementing training best practices to ensure alignment with company needs
• Test, review, and ensure training team, materials, and programs are up to date
• Incorporate interactive, hands-on methods of learning into delivery of training curriculum
• Coordinate with other members of executive & senior management team(s) to ensure consistency and communication for all customer initiatives
• Monitor and report on the progress and performance of contact center employees to department heads
• Utilize training platform to conduct training, track and report on training activity and maintain skills matrix
• Evaluate training teams and programs and make modifications as needed
• Promote continuous improvement and innovation of all training programs
• Lead training team in improving and developing new training as needed
• Develops an overall training schedule, ensures that training rooms are adequately equipped and ready for training activities, communicates schedule and training registration to the organization
• Work with the HR team to seamlessly deliver onboarding classes/orientation/on the job training
• Energetic and dynamic personality that conveys a passion to drive sales and improve customer satisfaction
• Must recruit, hire, and train quality people for department positions
• High levels of integrity and discretion
• Highly motivated, organized individual who can work effectively with minimal supervision
• Must possess a positive attitude
• Other duties as assigned by senior management

Competencies/skills

• Strong critical thinking and problem-solving skills
• Ability to work well with others in a fast paced, dynamic environment
• Experience presenting and reporting to senior management and executive level a plus
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment
• Demonstrated ability to lead and motivate teams
• High level of integrity and honesty
• Proficient in MS Word, Excel, and PowerPoint
• Excellent verbal and written communication skills
• Flexible organizational skills
• Knowledge of Zippy Shell/1-800-Pack-Rat products, services and moving industry a plus
• Working knowledge of various Saleforce Clouds in the contact center is a plus

Required education and experience

• Bachelor’s Degree; Master’s Degree preferred
• 5 years of related experience in a contact center environment is a plus
• Director or management experience in training, coaching, and/or mentoring role is preferred