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E01015 – Director of Contact Center Education

Full-time Position

Contact Center

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The Director of Contact Center Education at Recovery Centers of America is on the front line in the fight against addiction every day. This role champions the organizational strategy and culture by initiating, designing, and implementing programs to align the work force and key organizational initiatives. The position will manage and improve upon exciting training solutions, leverage best practices in leaning and innovation in approaches/technology. The position works closely with HR and leadership across RCA in identifying individual, group, and organizational development opportunities by defining, developing, implementing, and evaluating strategies and programs to drive business goals and prioritize forward. This position reports to VP, Human Capital.

 

As the Education leader, you are responsible for developing, owning, leading, and overseeing all the training and development for all employees within RCA’s multi-disciplined center of excellence known as the Mission Center. The Director of Contact Center Education will work in cooperation and alignment with department and cross functional leadership, executive leadership, frontline staff, our patients, and other stakeholders to develop and deliver training in a rapidly changing environment.

 

The Director of Contact Center Education is a strategic and hands on role that reports directly into the Head of Operations and oversees a training team consisting of an instructional designer and several trainers. The Director of Contact Center Education will ensure all programs are aligned to meet business priorities as well as support efforts to reduce turnover, increase employee morale and motivation, develop future leaders, and benchmark the overall quality of staff development.

 

The Director of Contact Center Education is a visionary leader who is passionate about helping others, dedicated to servant leadership, committed to diversity, equity and inclusion, has an ability to help transform organizations, can break the mold in terms of re-framing and solving problems, and help solve challenges without a roadmap. They are obsessed with data and how to use it to create urgency and guide decision making along with proficiency in assessing training program effectiveness and ROI to stakeholders and leaders.

 

 

Responsibilities:

 

 

  • Content development and implementation to include training programs in accordance with company initiatives via appropriate training modalities
  • Conducts needs assessments to Evaluate effectiveness of training and development programs to determine extent of knowledge transfer, behavioral change, etc. and adjust programs as needed to ensure maximum ROI
  • Assists Senior leadership in development of plans for implementing work force organizational effectiveness initiatives.
  • Provides Leadership Development programming, education and coaching on professional growth and organizational strategy alignment to ensure all leaders and potential leaders have the necessary skills to succeed.

 

  • Builds relationships with key Business leaders to understand development needs and offer training solutions for all levels of the organization
  • Ensure consistent application of training standards
  • Establishes and monitors L&D processes to ensure efficiency and effectiveness
  • Source leadership training solutions to develop future leaders in the organization while supporting management development initiatives
  • Lead all new hire and continuing education efforts
  • Develop assessment tools to validate and document learning and proficiency
  • Define key functional areas for each role and implement a certification process with appropriate benchmarks to demonstrate core competencies
  • Develop scorecards and benchmarks across the training and development teams, with department and individual KPIs and success metrics
  • Identify and assess the training needs of the organization through learning analysis, career paths and consultation with leaders.
  • Conducts needs assessments to develop and provide learning solutions
  • Creates development opportunities for all levels of the organization
  • Establishes and monitors L&D processes to ensure efficiency and effectiveness
  • Provides consistent coaching and mentorship to training professionals across RCA system
  • Design, develop and facilitate multi-platform content to support targeted learning and change efforts using best practices in change management and communication (e.g., learning programs, manuals, program guides, tool kits, and reference aids).
  • Drive brand values and philosophy through all training and development activities.
  • Partner with leaders across the organization to support development and delivery of scalable learning programs for their teams, inclusive of in-person, remote, and vendor-led trainings

 

Qualifications and Requirements

  • 7+ years’ experience in training and development
  • Master’s Degree in Education, Sciences, or related field preferred, Bachelor’s Degree required.
  • Willingness to be flexible in adjusting to new and changing situations
  • Proficiency in Microsoft Office products
  • Excellent organizational skills required
  • Extensive knowledge of Facilitator techniques, Instructional Design and adult learning principles
  • Working knowledge of virtual training and LMS platforms
  • Well-versed in various adult education learning styles
  • An intensive understanding of the ADDIE model
  • Experience managing learning professionals
  • Extensive experience managing training projects from analysis to evaluation & execution
  • Must possess strong analytical skills as well as a demonstrated passion for research, data analysis, and the insights that are derived from it
  • Excellent writing, presentation, communication, influence, and interpersonal skills with the ability to collaborate at all levels of the organization

Travel Requirements:

  • Up to 20%

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