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TELETECH

Director, Learning & Development

General Summary:
A results-oriented Learning Delivery Director experienced in multisite, inbound/outbound sales training, who will be responsibility to support Revana clients in our Tempe and Phoenix sites.
This includes all system, product, and industry specific training, up training, and coaching skills for employees and supervisors. Previous experience working with corporate training clients is also integral to this position. Experience in evaluating and maintaining a high standard of training effectiveness and quality, ensuring alignment with business objectives. Proven ability to conceptualize and successfully implement curricula for sustained business growth. Accountable for managing training staff and full execution lifecycle of complex blended learning programs for multiple Fortune 500 companies. Must possess senior level communications skills and business acumen in order to work effectively with internal and external Customers.

Essential Duties & Responsibilities:
Defines, plans, and assigns all tasks associated with the implementation of assigned client specific training programs.
Serves as the POC for all training related issues and programs for the client/account.
Ensures that all required Client up training and certification is communicated, launched, and passing scores are met.
Manages scheduling of classes and trainers to ensure maximum efficiency of training resources.
Works with other TeleTech/Revana Departments to plan for Learning Deliverys role in successful program launches.
Adapts strategies and solutions that are consistent with project goals and objectives, demonstrating critical thinking when making decisions and problem solving.
Collaborates with Program Manager of Global Leadership Development to enhance skills training for Agents, Supervisors, and Trainers, from identifying needs to ensuring delivery.
Oversees communication and delivery of daily product and technical changes and measure training effectiveness by utilizing post event surveys.
Monitors training attrition and partner with Human Capital Delivery and Recruiting to determine root cause analysis and develop proactive measures to reduce training attrition.
Manages training department and staff by assigning tasks, reviewing materials and presentation skills, and evaluating trainer performance.
Develops and administers systematic procedures for evaluating and providing feedback on performance and behaviors of training participants.
Builds high-performing training teams through recruiting, hiring, coaching, motivation, recognition, self-development and support of career development.
Ensures Accelerated Learning principles are continuously used and trainer's skills are enhanced.
Assures all trainers are certified in a timely manner.
Conducts and reports on trainer evaluations.
Maintains trainer scorecard with measurable criteria to determine performance and ranking against peers.
Maintains appropriate headcount and keeps controllable costs to a minimum within the department(s).
Develops and implements internal systems and procedures to ensure the cost effectiveness, consistency and continuous improvement of training.
Defines budget requirements to meet training objectives; tracks training costs for the company
and the client.
Tracks hours associated with client training and ensure that all costs are appropriately billed.
Defines, procures, and maintains supplies, equipment, and facilities required to conduct effective training.
Monitors and tracks client recurrent training programs.

Skills
Job Specifications:
5-10 years of Training Management experience, with a proven track record in inbound and
outbound sales environments
BA/BS or equivalent experience
Experience with corporate training implementation and delivery.
Experience with Windows; strong knowledge of the Microsoft Office Suite including Word,
Excel, Access, PowerPoint, and Microsoft Project.
Management experience required.
Knowledge of adult learning, assuring the application of effective training principles.
Ability to interact effectively with client, vendors, and other internal departmental staff.
Leadership skills in defining and overseeing the execution of structured training programs.
Ability to identify, trouble shoot and resolve training problems including follow through.
Strong project management skills and the ability to multi-task effectively under considerable pressure of deadlines and quality.

Responsibilities
Additional Specific Duties & Responsibilities:

Excellent leadership and mentoring.
Great desire for self-development and improvement.
Excellent communication and interpersonal skills.
Strong facilitation skills.
Strong analytical skills.
Competency in learning theories, linking employee performance to the effectiveness of the training program.
A visionarylooks for how to add value to the company and client.
Demonstrated commitment to a teamwork environment.
Demonstrated problem solving and decision making skills.
Strong organizational skills including attention to detail and follow through.
Easily adaptable to a fast paced, ever changing environment.
Demonstrates the ability to multi-task effectively under considerable pressure of deadlines.

Summary

  • Position Director
  • Job Category Education / Training / Teaching
  • Location USA
  • Education Bachelors Degree
  • Experience 5 - 10 Years
  • Reference Number TRN-1269
  • Updated on Friday, December 14, 2018
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