Director, Training Contact Center

McKesson   •  

Dallas, TX

Industry: Healthcare

  •  

8 - 10 years

Posted 96 days ago

This job is no longer available.

The US Pharmaceuticals division of McKesson is looking for a professional Director, Contact Center Training. This position will report directly to the Senior Director, Business Optimization.

This position plays a key role in the development of the division’s Center of Excellence Training team focused on contact center workforce and includes an emphasis on talent assessment, development, coaching, and delivery of training courses both in person and online. Our Contact Centers are in multiple states and include inbound, outbound, sales, service, technical support, chat, and shared service support of additional McKesson business units.


Position Description

Training Strategy Development & Execution

  • Create a Training Center of Excellence (CoE) by aligning resources, processes and technology
  • Diagnose current and future performance needs
  • Develop training strategy for multiple business units across several locations
  • Work with senior management to build consensus for strategy throughout the organization
  • Execute training strategy
  • Track, measure and realign strategy to maximize results

Stakeholder Management

  • Build strong stakeholder relationships through an intimate knowledge of the current challenges of the contact center organization, shared services business partners and other internal groups as well as industry and regional trends
  • Display a customer-centric approach through personal competence and integrity

Staff Development & Management

  • Build and execute a staff development strategy that enables the execution of the contact center strategy
  • Maximize training staff to accomplish Shared Services business partner objectives
  • Create and maintain individual development plans to grow the internal capabilities of the team

Reporting

  • Develop training & development dashboards that demonstrate to all stakeholders the scope, impact, and success of the training organization
  • Maintain curriculums, assignments and course completion data in the LMS

Launch Support

  • Support the launch of new technology, processes, and initiatives through analysis, design and development of the most cost-effective content delivery that meets the specific objectives

Minimum Requirements
8+ years training experience, including 5+ years managerial experience

Critical Skills

  • 5+ years of contact center experience
  • Contact Center training management
  • Thorough knowledge of practices and policies related to training and training management

Additional Knowledge & Skills

  • Relevant McKesson experience
  • Written and verbal communication, and presentations skills
  • Proven success working in cross functional organization

Education
4-year degree in Business, HR or related field

JR0000450