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:
As a Training Director, you will be responsible for managing training delivery including training up to 5,000 new hires. The position is responsible for the overall management of daily activities of the Training Team supporting multiple clients and 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.
Principle Accountabilities:
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
Experience in leading training programs of 200+ new hire classes during aggressive ramps.
Experience in launching new training programs on aggressive timelines
Ensure minimum of 85% graduation rates for all Trainers; work with Internal Stakeholders to remove roadblocks in achieving grad rates
Experience in leading fast paced result oriented new hire classes in a virtual or brick & mortar environment
Ability to understand and collaborate on training attrition performance in comparison to financial needs and results
Ability to multitask in a fast paced, virtual environment and effectively pivot to change in direction based on client and business needs
Ensure all off platform Trainers take phone calls with Quality evaluations
Attend client sponsored calls and trainings as necessary
Review ramp plan needs with Training Leadership and hire Trainers in accordance with client/ramp expectations
Ensure that all trainees and trainers are actively engaged in the training process through the new hire lifecycle: Planning-Trainer Readiness-SOP’s, Trainer Development, Training Throughput and post 30-60-90 day performance
Other duties and projects as assigned
Attributes & Attitude
Excellent communicator
Leadership Impact
Results Driven
Customer Focus
Teamwork
Strategic Thinking
Developing Others
Knowledge
Bachelor's or Associate's degree preferred
1 - 2 years of experience at the Director level, with a proven track record in leading large-scale training functions
2+ years managing a global training team across multiple GEOs, particularly the U.S.
Strong experience in the Healthcare vertical, including managing seasonal volume fluctuations and large-scale training ramps
2 - 3 years of call center experience, with a focus on BPO heavy ramp experience
1 - 2 years of LMS management and usage experience
Excellent communication, stakeholder engagement, and leadership skills, with a strong attention to detail
Proficient in MS Office, specifically Excel and PowerPoint, as well as company-specific systems and programs
Understanding and experience with Adult Learning Principles
Proficient with G-Suite applications
Technical writing skills
Understanding of instructional design and ability to gather and present feedback
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
