Vice President of Training
Join Everise, a global experience company that believes in being people-first, celebrating diversity, and incubating innovation. As a member of our team, you will be part of a dynamic organization that prioritizes its purpose and people.
About the Role:
The Vice President of Training is a key leadership position responsible for assessing the company's training needs and creating effective training programs and solutions. This role requires a strategic thinker who can design and execute training initiatives that align with business requirements.
Key Responsibilities:
* Develop and manage a high-performing training team, ensuring subject matter expertise and skills are developed within each individual.
* Oversee the Training Revenue and departmental budgets.
* Design and implement an effective training strategy, developing the company's training department.
* Create and develop all training materials, including trainer auditing guides, participant materials, and survey systems.
* Facilitate the planning and delivery of programs and strategies with local and corporate stakeholders.
* Manage and direct all training activities to promote continuous service improvement.
* Design and implement policies and procedures to ensure training quality standards are met.
* Manage Training Directors and site Training Managers, ensuring overall team performance meets client-specific requirements.
* Drive results, create reports, and manage tools to measure and encourage effective training programs.
* Deliver training programs that enhance retention rates by increasing morale and overall skillset of new hires.
* Interface with operations management to provide 360-degree feedback and process improvement training.
* Manage the coordination of activities of the departments, focusing on results, including costs, methods, and staffing.
* Work on issues of diverse scope, analyzing situations or data to evaluate various factors, including an understanding of current business trends.
* Manage the operation of the organization's closed-loop program, including training quality and operations.
* Identify the interface of key activities within and between the functions of the organization.
* Work with supervisors and management to develop associates to reach optimal performance.
* Track trends and make recommendations for new best practices and technology.
* Focus on attrition, root cause analysis, and action planning.
* Partner with Talent Acquisition and operations.
* Manage scorecards for Trainer performance and Training Managers.
Attributes and Attitude:
* 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, building and maintaining 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 organizational 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 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.
Requirements:
* Bachelor's degree in education, adult training, or equivalent experience.
* Training and quality experience in project management principles a plus.
* More than 10 years' experience in Training, Quality, and/or BPO Call Center Operations Management.
* Demonstrated expertise in managing training delivery within the Healthcare vertical and during AEP (Annual Enrollment Period) ramps.
Compensation and Benefits:
The anticipated base salary range for this remote position is between $155,000 - $165,000. Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include discretionary bonuses and other benefit programs.
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