Vice President Training & Development

Transparent BPO•Salt Lake City, UT

1d•Remote

About The Position

The VP of Training (VP T&D) is responsible for all aspects of employee education and skill development, with a particular focus on ensuring that all newly hired employees have world class onboarding and training experience. The VP T&D is focused on leading effort meant to prepare employees to represent Transparent BPO and our Clients with excellence, and that ongoing training and development facilitates the success of each individual and of TBPO. The VP T&D leads and directs a global team of training professionals who are responsible for ensuring that new hires can effectively utilize the companywide systems, understand the Values and policies of the company and are able to demonstrate human level skills that will lead to customer and client satisfaction. The VP T&D will own the tracking and management of all course completion efforts in our Online Learning Portal and ensure that course curriculum and members of the training team are regularly evaluated to assess the effectiveness of our program, to enable an effective transition from training to production. The VP T&D will partner closely with TBPO Operations leaders to identify strategic training needs and drive department contribution to overall business goals. The VP T&D will ensure that all trainers and training leaders, both new hire and program specific, are certified to effectively facilitate courses utilizing training best practices. The VP T&D will provide ongoing coaching and feedback to Training Managers and to individual trainers, as necessary. In addition, the VP T&D will collaborate with Operations leaders to identify skill or experience gaps across programs, to continuously improve the service we provide. The VP T&D will work with the Digital Content Team to recommend new content to meet the identified needs, The VP T&D maintains ownership and responsibility for the Training P&L and Training Attrition metrics.

Requirements

Significant experience leading a large training function with a diverse set of clients and client requirements, preferably in a call center setting
Demonstrated and excellence in Training facilitation techniques for both classroom and virtual
Demonstrated strong verbal and written communication skills
Ability to manage multiple, complex, on-going tasks and projects
Ability to lead and partner successfully with training partners and cross functional teams, including HR, Operations and Client Services
Ability to operate effectively with prescribed budgets and to ensure that financial targets related to department expenditures are met
Open, honest, and empathetic manner when dealing with people
Persuasive, encouraging, and motivational when giving feedback to others and receives feedback appropriately
Strong attention to detail
Demonstrated excellent customer service and positive interpersonal skills
Executive presence with a demonstrated ability to work and collaborate with employees at all levels within different roles
Strong analytical, problem-solving, and decision-making skills
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) and ability to quickly learn company technology (BambooHR, Replicon, etc.)
High level of integrity, honesty, and judgment
Able to meet productivity demands with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment
10+ years of managing the Training function in a call center environment, preferably in an outsourcing organization
Bachelor’s Degree in Training and Development, Education, Business Management or related area of study, or equivalent combination of education and/or relevant work experience
Strong understanding of adult learning theory, learning methods and experience applying a variety of development approaches
Proven experience in identifying training needs, designing a learning solution and evaluating results.
Demonstrated ability to drive training strategy and provide results in a client-focused organization
Microsoft Office skills (Word, PPT and Web Proficiency a must; Excel skills a plus)

Responsibilities

Lead and develop a competent and effective team of training professionals to support global TBPO operations and client programs
Collaborate with organizational leaders to create and execute a strategic training plan, the curriculum necessary to drive the plan, and the methodologies for determining the effectiveness of the plan.
Provide creative direction and innovative ideas to deliver training content in a highly fluid business environment
Drive improved business results through the implementation and management of effective training programs that create positive experiences for employees and lead to employee retention and better results for TBPO clients
Direct efforts to provide a world class initial TBPO onboarding and training experience to new team members across functions, to build teamwork and loyalty to TBPO
Partner with global Recruiting teams to ensure consistency and readiness of training resources (trainers, virtual/physical rooms and collateral) for new hire classes
Strive to maintain a comprehensive understanding of the TBPO business environment and the needs of client programs in order to leverage company training resources to create the best business results.
Conduct regular quality monitoring of training programs and training facilitation methods.
Facilitate training classes as needed to ensure that the curriculum and content remain relevant and that we deliver a world class onboarding and training experience
Certify, guide and monitor training leaders to best support efforts to enable agents to meet their learning objectives; Drive efforts to continually provide for ongoing trainer skills enhancement
Direct the implementation and maintenance of Learning Portal paths for new team members, ensuring everyone completes the compliance and learning requirements before moving forward
Guide the creation of global training materials, guides, visual aids and reference materials necessary to create a rewarding training experience for all participants and diverse learning styles
Collaborate with Sales, Client Services, and Operations to work directly with client contacts in order to create the optimal training experience for TBPO employees and to skillfully represent the full scope of training resources available to company clients
Serve as an active member of the Executive Management Team (EMT) to ensure full alignment with company goals and strategies across all geographies
Lead and participate in additional projects as needed.