Director, Call Center Training & Development – Cincinnati

Dimension & Scope:

The Director CMG Training & Development is responsible for providing CMG employees with training and development programs that enhance performance, increase productivity and promote career development. This position works with BU/RU management concerning the application of employee education and development programs to business needs. This position will ensure CMG and corporate standards are met and process improvements are initialized in a global environment.

Principal Duties and Responsibilities:
- Oversee curriculum design and development including standardizing the curriculum development methodology for the division.
- Redesign and maintain current initial company training.
- Manage relationships with 3rd party vendors for trainings and training materials.
- Partner with BU leaders to address specific training needs for their organizations.
- Play an integral part in community by participating in local training and quality forums.
- Designs process that identify, track and provide feedback on employee performance, competencies, development and career growth including programs like multi-source feedback, succession planning, leadership development, career counseling, and exit interviewing.
- Develop and implement recognition and award programs for the training organization.
- Develop Training Management staffs and provide tools for them to develop their staffs.
- Conduct needs assessments, program development and implementation of training initiatives as required for either the agent or management populations.
- Maintain a relationship with the Corporate Organization Development organization and assure management development training developed at both levels is delivered in a consistent manner.
- Maintain a department of well-trained, competent professionals who continuously improve quality, training techniques, delivery and development skills, and internal processes.
- Responsible for establishing and clearly communicating departmental strategy to management team; providing feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization’s policies and applicable legal requirements; determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.

Education & Professional Certifications:
- Bachelor’s degree in related field from a four-year college or university with ten or more years related experience; or Equivalent combination of education and experience.

Candidate Profile:
- Demonstrated leadership and management skills.
- Ability to consult with all levels of management to determine viable solutions to complex problems
- Ability to create programs that support corporate strategic objectives.
- Ability to communicate in both oral and written formats to all levels of employees and to deliver quality presentations tailored to a variety of audiences
- Demonstrated ability to communicate effectively and professionally with internal and external associates.
- Decision-making skills for problem identification and solution recommendation and implementation.
- Must have proficiency with various software applications including Lotus Notes, Microsoft Word, and Excel.
- Previous experience designing and developing employee development curriculum including development and implementation of specific training modules to meet the needs of certain BUs and RUs.
- Ability to seek out and suggest alternate procedures to meet objectives and strict deadlines.
- Attention to detail and excellent organizational skills are necessary.Knowledgeable of current Adult Learning and Education techniques.

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