Program Development Leader-Contact Center

Program Development Leader-Contact Center

Duration: 4+ Months contract

Location: Remote (Eastern time zone preferred or someone near to Norfolk, VA)

About BigRio:

BigRio is a remote technology consulting firm headquartered in Boston. We deliver a range of solutions including custom machine learning/AI integrations and data warehousing and processing solutions. Our comprehensive approach serves clients from a variety of industries as a result of our ability to consistently, and quickly deliver cutting-edge and cost-conscious software solutions.

Role Overview:

As the Program Development Leader for our Client's Contact Center you will be responsible for leading the design, implementation, and continuous improvement for the Learning and Training in our Client's contact center. Your role will involve assessing current organizational capabilities, identifying gaps, and creating immediate and long-term training plans to enhance employee skills and optimize performance. You will collaborate closely with existing L&D teams across the enterprise to ensure alignment and knowledge sharing.

Key Responsibilities:

Learning & Development Strategy:

• Lead efforts to formulate the Learning & Development strategy for the contact center, aligning it with overall organizational goals and objectives.
• Collaborate with stakeholders to understand business needs and translate them into effective training programs.
• Immediate Term Training:
• Document the immediate training requirements for the current workforce of 80+ employees by February 1.
• Conduct a thorough assessment of existing organizational capabilities and resources to identify training gaps.
• Propose and implement solutions to bridge identified gaps.
• Develop and execute a detailed plan for immediate term training, considering both technical skills (Contact Center Applications) and soft skills (Emotional Intelligence, etc.).

L&D Team Building:

• Lead the selection and onboarding of a dedicated Learning & Development team for new hire training and ongoing employee development.
• Foster a collaborative and innovative team environment focused on creating effective training solutions.

Long-Term Training:

• Document the longer-term training requirements for an anticipated influx of approximately 20 new hires per month.
• Assess the organization's readiness to meet these long-term requirements and identify any potential resource gaps.
• Recommend and implement strategies to address identified gaps and ensure a scalable training approach.

Collaboration and Alignment:

• Collaborate with existing L&D teams within the enterprise to leverage best practices and resources for the contact center's development needs.
• Foster cross-functional partnerships to ensure seamless integration of training initiatives.

Skills and Qualifications:

• Bachelor's degree in Education, Training & Development, Human Resources, Business, or a related field. Master's degree is a plus.
• 5-7 years of experience in Learning & Development program design and execution, with a strong emphasis on contact center applications and soft skills training.
• Proficiency in assessing organizational training needs, identifying gaps, and implementing effective solutions.
• Experience with contact center technologies, particularly CXone Telephony Platform and Epic Cheers CRM, is a plus.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent communication, interpersonal, and collaboration skills.
• Demonstrated leadership abilities and experience building and leading effective training teams.
• Ability to thrive in a collaborative environment and work closely with cross-functional teams.