Director, Contact Center Training and Quality Operations

Bright Horizons Family Solutions•Broomfield, CO

4d•$111,000 - $125,000•Onsite

About The Position

Step into a role as a Director, Contact Center Training and Quality Operations where you will be a key leader responsible for driving operational excellence, employee experience, and strategic transformation across all lines of business in the Contact Center. This role leads the evaluation and enhancement of training programs, analyzes operational metrics to identify opportunities for improvement, and spearheads initiatives that improve the Contact Center. This individual partners cross-functionally with business leaders to ensure alignment on priorities and outcomes, while also assessing and recommending technology solutions that improve onboarding and continuous quality. This individual will play a key role in the planning and implementation of Talent Development and Organizational Development for the Contact Center. A key focus of the role is to oversee the employee journey from onboarding through career development - ensuring a positive and impactful experience supported by strong coaching practices. Additionally, this role provides leadership and oversight to the Training and Quality Monitoring teams, ensuring consistency, excellence and continuous improvement in how we prepare our frontline teams This position is onsite in our Westminster, CO office. Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

Requirements

Bachelor's Degree in Human Resources, Organizational Development, Industrial / Organizational Psychology, Instructional Design, Technology, Business Administration or related field - Required
10 years Experience in employee engagement and learning and development. Proven operational experience in a leadership role within a contact center or customer experience environment - Required

Nice To Haves

Master's Degree, MBA, MS in Industrial / Organizational Psychology, Instructional Design, Technology, Business Administration - Preferred
Certification in AI Automation Tools Training, Certified Quality Auditor (CQA), or Six Sigma / Lean - Preferred
10 years Leadership experience in talent development and organizational development. Overseeing teams of people and strategic initiatives related to change management - Preferred
Minimum 5 additional years of experience that would be considered in lieu of the applicable degree
Certifications in Change Management methodologies (e.g., Prosci), Talent Development (e.g., ATD) and/or Coaching (e.g., ICF) are desired but not required.
Expertise in learning management systems (e.g., Docebo, Canvas, Cornerstone) and instructional design methodologies (e.g., ADDIE model, SAM, Bloom’s Taxonomy).
Familiarity with performance management, succession planning, and employee engagement tools.
Ability to create a clear and compelling vision and gain buy-in.
Strong communication skills and facilitation skills in a variety of settings.
Ability to work effectively with business leaders and influence key stakeholders without formal authority.
Proven ability to influence, coach and mentor others.
Strategic thinking and strong business acumen, problem solving, and decision-making ability.
Ability to anticipate situations, stay ahead of trends and develop impactful organizational effectiveness solutions.
Must be a self-starter with strong execution skills and ability to lead through influence and drive cultural change.

Responsibilities

Lead and develop the Contact Center Hiring, Training, and Quality Monitoring teams to ensure high standards and continuous improvement.
Conduct Contact Center/Line of Business needs analyses and design data-driven solutions to address issues impacting Contact Center/Line of Business performance and effectiveness.
Recommend and lead updates to Contact Center training programs based on business needs and employee feedback.
Evaluate and recommend technology solutions that enhance the employee experience, and participate in implementation.
Drive cross-functional collaboration to align priorities on organizational design and development opportunities, including organizational redesign efforts, fostering high performing teams, and managing change.
Support the implementation and evaluation of programs and frameworks that improve employee experience and engagement and identify solutions to address Contact Center/Line of Business capability gaps.
Leverage existing change management strategies and frameworks to ensure successful implementation of large-scale change impacting employees.
Analyze business trends, metrics, and employee experience survey results across the Contact Center/Line of Business to identify trends, gaps, and opportunities.
Implement programs and deliver tools to promote employee success and internal mobility.
Implement coaching and leadership development practices to drive performance and engagement across all lines of business.
Champion initiatives that promote diversity, equity, inclusion, and belonging (DEIB) across all levels of the Contact Center/Line of Business.
Establish and track key performance indicators (KPIs) to measure the effectiveness and ROI of talent and organizational development programs.
Partner with the Talent Management team and HRBP’s to support succession planning efforts to ensure leadership continuity and a strong internal talent pipeline.