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!Position Purpose: As a Training Director, you will be responsible for managing training delivery for the Philippines region including training up to 5,000 new hires. The Training Director would be the single 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 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 stakeholdersAdministration of employee training, including evaluating training needs, evaluating and revising current course materials, and analyzing course feedbackManage the development of the team with individual coaching weekly, including mentoring, coaching, review/looking forward to planning, personal/professional development, and removing obstaclesAdministration of managerial tasks, including payroll approval, dashboards, client & executive leadership needs analysis, and program reportingValidate 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 timeExperience in leading training programs of 200+ new hire classes during aggressive ramps.Experience in launching new training programs on aggressive timelinesEnsure minimum of 85% graduation rates for all Trainers; work with Internal Stakeholders to remove roadblocks in achieving grad ratesExperience in leading fast paced result oriented new hire classes in a virtual or brick & mortar environmentAbility to understand and collaborate on training attrition performance in comparison to financial needs and resultsAbility to multitask in a fast paced, virtual environment and effectively pivot to change in direction based on client and business needsEnsure all off platform Trainers take phone calls with Quality evaluationsAttend client sponsored calls and trainings as necessaryReview ramp plan needs with Training Leadership and hire Trainers in accordance with client/ramp expectationsEnsure 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 performanceOther duties and projects as assignedAttributes & AttitudeExcellent communicatorLeadership ImpactResults DrivenCustomer FocusTeamworkStrategic ThinkingDeveloping OthersKnowledge Bachelor's or Associate's degree preferred1 - 2 years of experience at the Director level, with a proven track record in leading large-scale training functionsPrevious Director experience preferred2+ years managing a global training team across multiple GEOs, particularly the U.S.2+ years managing a global training teamStrong experience in the Healthcare vertical, including managing seasonal volume fluctuations and large-scale training ramps2-3 years of call center experience, with a focus on BPO heavy ramp experience3-5 years of supervisory/management experience1-2 years of LMS management and usage experienceExcellent communication, stakeholder engagement, and leadership skills, with a strong attention to detailProficient in MS Office, specifically Excel and PowerPoint, as well as company-specific systems and programsUnderstanding and experience with Adult Learning PrinciplesProficient with G-Suite applicationsTechnical writing skillsUnderstanding of instructional design and ability to gather and present feedback