Senior Program Manager – Sales Enablement and Learning
USCIS
Director, Call Center Training
DSI
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead development and execution of training programs for customer service teams at DSI Systems (AT&T authorized representative partner)
- Identify training needs and performance gaps through surveys, interviews, and data analysis
- Design and develop tailored training materials, including e-learning courses, manuals, and workshops
- Deliver training sessions and workshops for new hires and existing employees
- Evaluate training effectiveness using performance metrics, feedback, and assessments
- Continuously update training programs to reflect industry trends and technological advancements
- Collaborate closely with call center leadership, HR, and cross-functional teams to align training with business objectives
- Manage training budgets, vendor relationships, and resource allocation
- Lead, mentor, and oversee a team of trainers, promoting a culture of ongoing learning and development
- Report to the Richardson, Texas office and coordinate with leadership
- Must be able to travel at least 2 weeks internationally to South Africa and Colombia every quarter
Requirements
- Minimum of 10 years of experience in call center training, including program design, delivery, and evaluation
- Experience within the telecommunications industry strongly preferred
- Proven track record of developing high-impact training programs that drive performance and customer satisfaction
- Strong leadership and team management skills, with the ability to mentor and motivate others
- Excellent verbal and written communication skills, with strong presentation abilities
- Analytical and problem-solving skills to assess training needs and improve program effectiveness
- Proficiency with learning management systems (LMS), e-learning tools, and training technology
- Solid understanding of call center operations and customer service best practices
- Bachelor’s degree in education, human resources, or a related field
- Relevant certifications in training and development (e.g., CPTD, Train-the-Trainer) preferred
