Director Learning and Development at Altice USA in Plano, TX
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. Responsibilities The Director of Learning & Development (L&D) will lead the strategy and execution in support of the needs of Intelcia USA's clients, including the various Lines-of-Business (LOB) for each client. The goal of the Director is to assure the highest quality of L&D aiming to the long-term success of Intelcia. The leader will drive an improved L&D program that equips our internal Contact Centers and BPO Partners with the confidence to deliver a Best-in-Class customer experience. The Director of L&D will be an enabler -enabling Contact Centers and BPO Partners to meet/exceed all KPI operational goals with Best-in-Class training solutions. Responsibilities include 3 primary areas:
Training Strategy, Training Content & Design, and Training Delivery. Forecast training calendars for LOB's and roles, in coordination with operations and workforce management, that respond to change management (such as changes in policies & procedures, processes, and changes in products and offers) and consistently invest time in improvement and refresher skills. Establishment and continued maintenance of the Contact Center training programs, creating curriculum that provides transparency on the skills needed and outlining clear expectations to be successful. Lead (or in partnership with the client) the Content & Design for documenting Contact Center and BPO Partners training standards and developing eLearning self-paced courses, Instructor facilitation guides, participation guides, assessment exams, and creative learning engagement techniques. Build and manage a Learning Management System (LMS). Partner with the Delivery staffs at the individual Contact Center and BPO Partners sites who instruct in-person and virtual training (such as Employee New Hire training, Leadership Advancement training, and refresher training). Strategize with Contact Center and BPO Partners for where to focus L&D hours, resources, and improved curriculum in order to meet operational KPI goals Partner with client's L&D internal teams to execute on their training curriculum and programs. Partner with client's L&D internal teams to coordinate and implement specific training curriculum and programs based on the needs of a particular Contact Center and BPO Partners site (needs may vary by site location). These training programs may be designed and developed by the Intelcia L&D Director. Pilot, measure, and make recommendations on changes to systems/content such as training curriculum and the learning management database considering factors which include, but are not limited to, cultural learning differences, educational levels, skill gaps, tool deficiencies, incomplete processes, outdated material and product complexity. Develop strategies and process that ensure compliance of all training. Measure compliance to established training curriculum through methods such as in person observations, audits, metrics, testing, and focus groups. Proactively partner with the Contact Center and BPO Partners to identify training gaps/needs in order to meet/exceed operational KPI operational goals. Develop strategies and training solutions to close those gaps. As an embedded support function and business partner, the Director of L&D will be evaluated on achieving Contact Center and BPO's KPI goals. Qualifications Bachelor's Degree and minimum 6 years experience in Leadership positions in 1 or more of the following:
leading customer-facing operations, leading L&D programs, or leading continuous improvement project-based organizations. Preferred minimum 12 years professional experience overall. Minimum of 3 years experience in L&D Strategy, Training Content & Design, and Training Delivery in a Contact Center (and preferably working with BPO's as well). Proven experience contributing to training programs that had a measurable impact Experience in a Contact Center where you were evaluated on achieving Contact Center KPI goals. Proven experience leading teams to accomplish change management objectives and continuous improvement objectives. Experience with training course design software, tools, methods, and learning management systems (LMS). Experience in successful facilitation and instructor-led training curriculum. Strong design competencies including aesthetic, usability, and functional design. Strong user-centered design and research practices. Ability to articulate and document business requirements and design concepts. Experience in content creation, maintenance of training processes, and the successful development and execution of ongoing training and development programs. Strategy experience in improving frontline and back-office operations:
both in efficiency and effectiveness. Strong relationship skills among diverse business, CX, product, and technical teams as well as varying levels of seniority and junior staff. Extremely organized and excellent time management skills (know how to prioritize based on business imperatives as well as ability to be adaptable to change direction as business needs change) Strong leadership, motivational and interpersonal skills. Excellent oral and written communication abilities required. Strong leadership qualities with a demonstrated ability to influence a cross-functional team and top management to follow a defined course of action. Able to thrive in a fast-paced environment (multitasking and meeting deadlines sometimes changing deadlines) Self-starter, can excel with little direction, highly motivated, enthusiastic, and remains positive and up-beat under pressure Loves to have fun A Culture with No Limits!
Salary Range:
$150K -- $200K
Minimum Qualification
HR Management, Organization Development & TrainingEstimated Salary: $20 to $28 per hour based on qualifications.
Training Strategy, Training Content & Design, and Training Delivery. Forecast training calendars for LOB's and roles, in coordination with operations and workforce management, that respond to change management (such as changes in policies & procedures, processes, and changes in products and offers) and consistently invest time in improvement and refresher skills. Establishment and continued maintenance of the Contact Center training programs, creating curriculum that provides transparency on the skills needed and outlining clear expectations to be successful. Lead (or in partnership with the client) the Content & Design for documenting Contact Center and BPO Partners training standards and developing eLearning self-paced courses, Instructor facilitation guides, participation guides, assessment exams, and creative learning engagement techniques. Build and manage a Learning Management System (LMS). Partner with the Delivery staffs at the individual Contact Center and BPO Partners sites who instruct in-person and virtual training (such as Employee New Hire training, Leadership Advancement training, and refresher training). Strategize with Contact Center and BPO Partners for where to focus L&D hours, resources, and improved curriculum in order to meet operational KPI goals Partner with client's L&D internal teams to execute on their training curriculum and programs. Partner with client's L&D internal teams to coordinate and implement specific training curriculum and programs based on the needs of a particular Contact Center and BPO Partners site (needs may vary by site location). These training programs may be designed and developed by the Intelcia L&D Director. Pilot, measure, and make recommendations on changes to systems/content such as training curriculum and the learning management database considering factors which include, but are not limited to, cultural learning differences, educational levels, skill gaps, tool deficiencies, incomplete processes, outdated material and product complexity. Develop strategies and process that ensure compliance of all training. Measure compliance to established training curriculum through methods such as in person observations, audits, metrics, testing, and focus groups. Proactively partner with the Contact Center and BPO Partners to identify training gaps/needs in order to meet/exceed operational KPI operational goals. Develop strategies and training solutions to close those gaps. As an embedded support function and business partner, the Director of L&D will be evaluated on achieving Contact Center and BPO's KPI goals. Qualifications Bachelor's Degree and minimum 6 years experience in Leadership positions in 1 or more of the following:
leading customer-facing operations, leading L&D programs, or leading continuous improvement project-based organizations. Preferred minimum 12 years professional experience overall. Minimum of 3 years experience in L&D Strategy, Training Content & Design, and Training Delivery in a Contact Center (and preferably working with BPO's as well). Proven experience contributing to training programs that had a measurable impact Experience in a Contact Center where you were evaluated on achieving Contact Center KPI goals. Proven experience leading teams to accomplish change management objectives and continuous improvement objectives. Experience with training course design software, tools, methods, and learning management systems (LMS). Experience in successful facilitation and instructor-led training curriculum. Strong design competencies including aesthetic, usability, and functional design. Strong user-centered design and research practices. Ability to articulate and document business requirements and design concepts. Experience in content creation, maintenance of training processes, and the successful development and execution of ongoing training and development programs. Strategy experience in improving frontline and back-office operations:
both in efficiency and effectiveness. Strong relationship skills among diverse business, CX, product, and technical teams as well as varying levels of seniority and junior staff. Extremely organized and excellent time management skills (know how to prioritize based on business imperatives as well as ability to be adaptable to change direction as business needs change) Strong leadership, motivational and interpersonal skills. Excellent oral and written communication abilities required. Strong leadership qualities with a demonstrated ability to influence a cross-functional team and top management to follow a defined course of action. Able to thrive in a fast-paced environment (multitasking and meeting deadlines sometimes changing deadlines) Self-starter, can excel with little direction, highly motivated, enthusiastic, and remains positive and up-beat under pressure Loves to have fun A Culture with No Limits!
Salary Range:
$150K -- $200K
Minimum Qualification
HR Management, Organization Development & TrainingEstimated Salary: $20 to $28 per hour based on qualifications.
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