What are the responsibilities and job description for the Senior Director of Training position at Everise?
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!
Position Purpose :
The Senior Director - Training is responsible for in managing the New Hire training for the US Geo. Senior Training Director would be the single point of contact and decision maker for Training team in the US. Position is responsible for the overall management of daily activities of the Training Team supporting multiple clients and provide 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 .
Job Requirements :
Manage a team of Training front line Leaders and support network of Trainers across different processes within the geography.
Accountable to meet the target for New Hire throughput for all the classes & throughout 90 days.
Need to have an expertise creating Training SOP & should be able to execute it on the ground.
Need to have an experience in creating & executing flow maps.
Extensive experience in Virtual Learning Delivery.
Being the Training expert for multiple client's products, processes and business strategy, develop specific productivity, efficiency and satisfaction performance goals and measures to be used for managing the Training teams performance to expectations
Partners with business stakeholders ,TA & HR to identify and prioritize development needs and to ensure the programs has the right capabilities to deliver business results now and in the future
Support a Culture of Leadership, Development and High Performance : Partner with the company’s top leaders to build a culture of high performance, development and accountability for talent development
Prepare the training budget with TQA Head’s approval. Analyze and select appropriate strategies, methodologies, and technologies to maximize learning and development experiences
Act as the single point of contact for all training initiatives in the vertical and work to ensure that operational skill gaps and developmental needs are met
Oversee the identification and implementation of relevant quality-related training needs; ensure the Quality Policy is understood, implemented, and maintained at all levels
Partnering with global (business development, client services, WFM) and local teams on strategic growth and expansion for the program - whether it's for new lines of business or new global / regional locations
Training recovery efforts for program performance issues as part of the Continuous Improvement Process
Manages reporting and measurement of the L&D value proposition
Partner with peers in Talent Management to create a robust, integrated talent management model and ensuring organizational readiness for new business initiatives
Qualifications :
Relevant experience managing US training team
Confident, self-starter, proactive – skilled in taking initiative, assessing requirements
Developing and effectively executing programs
A high level of energy with a results-driven attitude in a fast-paced environment
Demonstrates a high degree of adaptability, comfortable in establishing new direction, managing rapid change
Possesses excellent interpersonal skills. Builds and maintains positive, productive relationships with peers, colleagues, operational managers, consultants, vendors and clients
Comfortable and experienced operating in an outcome oriented environment
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
Ability to adapt and acquire new skills quickly
Excellent written and oral English communication skills including ability to plan and deliver effective presentations
Bachelor’s degree in education, adult training or equivalent experience
Training, Quality experience in project management principles a plus
10 yrs. in Training, Quality and or BPO Call Center Operations Management
Self-starter who continually drives improvement and best practices
Technical competence (thorough understanding or software, hardware, networks etc.)
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
