Training Excellence Leader

7 days ago


Dublin, Ohio, United States Sedgwick Full time
Overview
Sedgwick is a company that prioritizes the well-being of its employees. We strive to create an environment where colleagues feel valued and supported in their careers. Our goal is to provide exceptional customer service to internal and external constituents while promoting a culture of caring.

Job Description
We are seeking a highly experienced professional to serve as the Director of Training for our business unit. The ideal candidate will have a strong background in contact center practices and procedures, as well as quality assurance and auditing processes. This role will require strategic thinking, proven management skills, and the ability to lead a team towards excellence.

The successful candidate will be responsible for setting the strategic roadmap for the training development and design team, defining excellence, and ensuring contact center procedural and quality requirements are met. They will work closely with leaders of quality assurance to drive continuous improvement and quality. Additionally, they will collaborate with operation leaders to ensure training needs are being met.

This is a dynamic role that requires the ability to think critically, solve problems effectively, and prioritize tasks efficiently. If you are a results-driven individual who thrives in a fast-paced environment, we encourage you to apply.

Required Skills and Qualifications
To be successful in this role, you will need:
• Ten years of related experience or equivalent combination of education and experience
• Five years of contact center and/or quality assurance experience
• Five years of supervisory and/or training experience
• Excellent oral and written communication skills, including presentation skills
• Thorough knowledge of contact center practices and procedures
• Thorough knowledge of quality assurance and auditing processes
• Ability to think strategically
• Proven management/leadership skills
• Familiarity with managing various types of claims
• Comfortable in a dynamic, fast-paced environment
• Strong knowledge of leading a train-the-trainer class
• Ability to work easily across multiple departments and disciplines
• Excellent problem-solving skills
• Ability to show good judgment
• Proven and tested leader of a training team
• Excellent oral and written communication skills, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiating skills
• Ability to create and complete comprehensive, accurate, and constructive written reports
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

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