Director, Contact Center Training and Quality Operations

• 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.

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

Certifications in Change Management methodologies (e.g., Prosci), Talent Development (e.g., ATD) and/or Coaching (e.g., ICF) are desired but not required.

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance