Director of Training in Gaithersburg, MD at Alltran

Date Posted: 3/6/2018

Job Snapshot

Job Description


Lead an enterprise team of training professionals to conduct front line contact center agent training (new hire and ongoing), leadership training and curriculum design. Understand and implement client specific training requirements as needed and ensure trainers deliver agents prepared for success and long term tenure with Alltran. Works closely with business leaders and client to understand unique needs for the training and development of staff.


  • Lead a team of 10-12 trainers in remote locations to deliver schedule new hire training and ongoing training (developmental, compliance, systems, etc.) for contact center agents through facilitated and online learning.
  • Manage the Change Management process for training including client, compliance and internal needs paying attention to quality of delivery vs stated requirements and timeliness of delivery.
  • Conduct ongoing needs assessments with senior leadership to understand and address skill gaps in the management and frontline employee talent bench across the enterprise.
  • Stay abreast and bring to the attention of the appropriate department in the event of changes in legal requirements, technological changes/advancements or other important industry events.
  • Develop the ability to create a curriculum covering all employee’s development needs and leveraging modern tools and methodologies (micro-learning, online courses, etc.).
  • Sponsor and participate in the facilitation of leadership development and training through Alltran’s Leadership Academy. Modules will include facilitated discussions, certifications, knowledge sharing, action planning, and will build upon each other as part of a robust library of programs.
  • Develop programs to train management employees in coaching and development techniques. Follow-on coaching and mentoring will serve to integrate the tools and techniques into daily activities and behaviors. Developing leadership and peer coaches as well as personally coaching managers will be an integral component to the success of the programs.
  • Initiating “continuous improvement” into the creation and delivery of all programs and modules to ensure that Alltran’s best practices are spread throughout each business unit. Local differences and needs will be taken into consideration during facilitation.
  • Understand policies and procedures, insuring compliance by all direct reports and others as needed.
  • Provide professional development, training, direction and documentation to all trainers and establish performance measurements for the team.
  • Participate in new client proposals and presentations and client and regulatory audits as requested.
  • Assess, generate and distribute reports pertaining to assigned responsibilities
  • Regularly evaluate processes and make recommendations to improve efficiency
  • Lead meetings for the enterprise networking with other training leaders and team members in the enterprise.

Other duties and responsibilities as assigned, which may include cross-utilization within the department or with other departments. 

Job Requirements



  • Critical thinking skills to resolve problems and present solutions with minimal oversight
  • Strong understanding of corporate governance and change management processes including change management.
  • Strong process development and documentation skills
  • Strong skills with MS Office and MS Visio
  • Strong organizational capabilities
  • Ability to facilitate and coordinate diverse teams with strong personalities or management styles
  • Experience working with executives and director level management and speaking in business terms around impacts, progress, and next steps
  • High confidence level and ability to focus and enable teams to come to agreement on next steps
  • Ability to maintain multiple activities with a strong follow-through to complete tasks

Experience & Education

  • Education and Professional Development- Bachelor’s degree (or higher education) in conjunction with facilitation experience and content design.
  • Demonstrated focus, drive and an eagerness to professionally grow are critical. Having a passion and hunger for learning will enhance your possibilities for success.
  • Travel is highly variable and can be up to 50% of schedule time on other Alltran and client locations.
  • Virtual Leadership- time management to accomplish the team’s goals and objectives which can be delivered virtually.
  • Technology-
    • LMS to coordinate programs, deliver content, etc.
    • Camtasia (or a like product) used to Record videos.
    • Strong knowledge in the Microsoft Suite of office products is mandatory.
    • Curriculum design tools for online learning

This position description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of those principle job elements essential to the job.

Alltran provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics.


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