The Director of Learning and Education will be responsible for developing and managing the delivery of meaningful learning experiences for all audiences including consumers, with the purpose of advancing the organizationâs mission of fostering an environment of continuous learning and improvement. This individual will work under the direction of the Chief Experience Officer and collaborate broadly across the organization to advance the mission and goals of NationsHearing through learning and education.
Role and Responsibilities
- Oversees the development, management and delivery of education and training programs, curriculum and content including, but not limited to new employee on-boarding, product knowledge, sales techniques, consumer education, etc.
- Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness
- Coach and develop NationsHearing team members on achieving maximum results and delivering exceptional service delivery
- Identify work/project opportunities and implement innovative approaches to maximize efficiency and profitability.
- Identifies skill and knowledge requirements to improve performance of all team members through analysis of data from multiple sources
- Ensure all timelines for new hire training, up-training, leadership development and reporting are met.
- Coach and develop evaluations, feedback and observation to advance capability and higher quality of material delivery develop.
- Maintain positive, consistent and effective communications with staff.
- Monitor and report on project and program results and distribute information to all pertinent departments throughout the organization.
- Troubleshoot and create action plans to quickly and effectively address problems.
- Track and report all observation and feedback.
- Analyze and evaluate company training needs to develop recommended modification or improvement to existing training programs, material and curriculum.
- Willingness to proactively escalate issues of meeting staffing goals or compliance appropriately
- Support Operations to establish and exceed all client and company expectations which would include; schedule adherence, quality of service, and other pertinent account performance metrics in the nesting environment
- Ensure Key Performance Indicators (KPIâs) are achieved
- Perform other duties as assigned
Qualifications and Education Requirements
College degree in the healthcare or call center industry
Previous success as a Director of Learning and Education
Preferred Skills
- 3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment
- Solid understanding of training processes and practices for adult learners.
- Curriculum development experience required.
- Good organizational and time management skills are required.
- Ability to establish strong community educational ties, develop training materials and apply reason to business problems.
- Knowledge of call center operations, customer service and client management.
- Advanced in MS Suite products: Word, PowerPoint and Excel. Excel knowledge needs to consist of graphs and tables.
- Excellent communication, problem solving, and decision-making abilities.
- Ability to manage time, to balance multiple priorities, coach and develop teams, and set and accomplish goals.
- Intermediate understanding of Internet technologies and supported operating systems.
- Excellent interpersonal, written and verbal communication skills;
- Speak effectively before groups of customers or employees of organization;
- Strong project skills
Job Type: Full-time
Experience:
- an internal and/or external training and development: 4 years (Required)
Education:
- Bachelor’s (Required)
Location:
- Plantation, FL 33324 (Required)
Work authorization:
- United States (Required)
Additional Compensation:
- Bonuses
Work Location:
- One location
Benefits:
- Health insurance
- Vision insurance
- Retirement plan
- Paid time off
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