Director of Training, UpSource, Inc.UpSource is a 21st century outsource provider of inbound customer service and sales; combining the best in people, technology and passion.

Upsource is currently seeking a Director of Training.

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The ideal candidate will be an inspirational leader who is capable of detailed project management with an extensive background in adult education and call center training.

Extensive travel maybe required.

The ideal candidate must thrive on challenge, require little supervision and be a consummate team player.

Job DescriptionSummary: The Director of Training is responsible for developing the strategy, planning and execution of all training programs within UpSource.

This role is responsible for assessing the training needs for each client based group of agents, developing programs and curriculum content and then administering programs to meet those needs.

The Training Director will also oversee a small group of trainers including contingent trainers.

They must participate in the effective design of adult classroom learner and facilitator materials and post training follow-up in support of client programs to ensure superior workforce preparation.

The Training Director will function as a key member of the small Executive Management Team that leads UpSource.

UpSource seeks a Training Director who is entrepreneurial, resourceful, and both inspirational and detail oriented.

Develop curriculum for new and existing clients.

Project manage curriculum and training deliver for multiple clients and sites.

Develop innovative and effective e-learning and remote training delivery Mentor trainers to maximize their skill sets in adult learning methodologies and best practices, facilitation, and curriculum development.

Oversee the day-to-day operation of a small staff dispersed across multiple sites in the US and Canada Ensure staff has adequate tools, techniques and methods to perform their jobs and deploy best in class support to operations.

Attend operational team meetings as appropriate to ensure understanding of client and operations needs.

Understand UpSource financial performance and work to balance profitability and client needs Act as a strategic leadership partner to the management team to help build a stronger organization through superior agent training and motivation.

Job Qualifications & Requirements The ideal candidate will be an experienced professional with 6 years or more of call center management experience and a minimum of at least 3 years as a training director or manager.

The ideal candidate will have an excellent understanding of training best practices and experience with content creation and presentation as well as experience with remote training and the technological tools for curriculum development and remote learning.

In addition, a successful candidate will have a successful track record partnering with a team delivering superior business results.

They must have the ability to roll with and drive change in a fast-paced environment.

· Have experience in call center training and management with particular expertise in remote and multi-site training delivery.

· Have a demonstrated respect for front line agents and a passion to exceed client expectations.

· Bachelors Degree required with a Masters Degree preferred· Have a track record of building teams to deliver training.

· Have a proven track record of being dedicated to the voice of the customer and meeting client needs.

· The ability to think and act strategically while delivering operational excellence across a call center environment · Excellent interpersonal skills; ability to work with all levels in the organization · Excellent oral and written communication · Strong organizational and project management skills · Creative thinker with the ability to develop engaging and interactive training programs· Ability to adapt to changing priorities, meet deadlines and work well under pressure· Personable, enthusiastic, assertive, dependable and self motivated.

Computer skills: Intermediate knowledge of MSOffice, Adobe Captivate and other creative tools for curriculum design.

Familiarity of e-learning and remote learning is a plus Travel availability: Candidates must be willing and available to travel at least 10-14 days per month.

Salary: commensurate with experience and qualifications.

Send Resumes to: hr [at] upsource [dot] ca

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