Vice President - 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:

The Vice President of Training is responsible for assessing the company's training needs and creating training programs and solutions. The VP of Training will strategically design an effective training department, training programs, and best practices that align with business requirements.

The Training Department is responsible for four major disciplines: Training Delivery, Instructional Design, Learning & Development, and Corporate Compliance Training. The VP is responsible for successfully executing all four disciplines. The Vice President will have an integral role in managing and directing global training solutions.

Principle Accountabilities (Key Result Areas)

• Develops and manages strong training teams (i.e., hires, trains, appraises, rewards, motivates, etc.), ensuring that appropriate subject knowledge and skills are developed within each individual

• Responsible for the Training Revenue and all budgets related to the department.

• Designs an effective training strategy and develops the company training department

• Creation and development of all training materials, including trainer auditing guides, participant materials, and survey systems

• Facilitates the planning and delivery of programs and strategies jointly with local and corporate stakeholders

• Manages, plans, coordinates, and directs all training activities designed to promote continuous service

• Design and implement policies and procedures to ensure that training quality standards are met

• Manages Training Directors & site Training Managers and is responsible for overall team onsite, cross-site, and cross-functional Trainers to meet the client-specific requirements

• Responsible for driving results, creating reports, managing and enhancing tools to measure and encourage effective training programs

• Responsible for the delivery of training programs that enhance retention rates by increasing the morale and overall skillset of new hires

• Responsible for effective interface with operations management and to provide 360 feedback and process improvement training

• Manage the coordination of activities of the departments with responsibility for results, including costs, methods, and staffing

• Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends

• Manages the operation of the organization's closed-loop program, which includes training quality and operations.

• Identifies the interface of key activities within and between the functions of the organization

• In conjunction with supervisors and the management team, work with team members in the continued development of associates to reach optimal performance

• Work with supervisors and management to ensure that all associates are meeting quality standards through effective communication between training teams

• Track trends and make recommendations for new best practices and technology

• Attrition focus at sites, root cause analysis & action planning

• Partnership with TA and operations

• Score card management for Trainer performance, Training Managers

Attributes & 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. Builds and maintains 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

Knowledge:

• 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 & Benefits:

The anticipated base salary range for this remote position is between $155,000 - $165,000. In addition, 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. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.