Associate Director Of Training Operations

Role and Responsibilities

            As a member of the training team, the Associate Director of Training Operations provides management and leadership of customer

            service, course scheduling, and course logistics as well as ensuring a best-in-class customer service and training experience.

Customer Service

-         Leads processes to assess and continuously improve the customer experience.

-          Establishes and monitors performance metrics for the Customer Success Center including call efficiency, low abandonment rate,

            high conversion rates, staffing utilization, and adherence with finance guidelines.

-          Demonstrates through continuous staff development efforts that enhance employee engagement, service, knowledge, skills, and

            morale.

-          Ensures call and email response performance via employment of available resources and technologies that increase efficiency and

            achieve metrics.

-          Engages staff in developing and documenting best practices for the performance of all Training Operations duties and

            responsibilities.

-          Directs analytic, strategic and technical resources application to meet customer expectations and secure high-level satisfaction.

-          Promotes productive and quality communications among staff that translates to highly effective service delivery.

-          Oversees service recovery activities when necessary and remediates concerns to optimize service.

Course Scheduling

-          Implements protocols and procedures for scheduling, hosting, and canceling courses.

-          Oversees appropriate processing of invoices, payments, and refunds for private courses.

-          Directs lecturer management for course assignment, travel, accommodations, payment of fees, and reimbursement.

-          Assesses performance and successful application of processes for course scheduling and adjusts practices to increase their efficacy.

-          Working with contract management for course logistics and/or contract management with various municipal entities.

 Course Fulfillment Logistics

-          Ensures successful monitoring of and staff support for instructor-led virtual courses.

-          Leads administrative oversight of tasks relating to the execution of courses and fulfillment of course completion processes.

-          Monitors and enhances logistical responsiveness to student attendance and course fulfillment needs.

General Operations

-          Effectively manages direct reports and provides appropriate coaching and leadership to ensure a high-performing and positive team

           dynamic.

-          Provides data for and development of the training budget and forecast changes.

-          Produces reports, presentations, and other documents as requested.

-          Serves on internal teams and working groups; provides updates in meetings as directed.

-          In collaboration with training team members, provides information to marketing for the promotion and sale of Training products.

-          Liaises as needed with other training Associate Directors, cross functional teams, contractors, and volunteers to positively impact

           operations.

-          Provides back-up to training team members as requested.

-          Other duties as assigned that drive the vision, fulfill the mission, and abide by the values of the association.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Education & Experience 

A bachelor’s degree and eight (8) years of relevant call center, customer support, or account management

experience; a combination of education and experience will be considered; Certified Call Center Manager

(CCCM) credential beneficial; demonstrated leadership and analytical skills including working knowledge of

financial statement analysis, staffing models, scheduling, and telecom technologies; measurable experience in

managing staff to cultivate well-satisfied customers and secure returning business.

Knowledge, Skills, and Abilities

Communicates effectively, cooperatively and persuasively; nurtures a cooperative and team-oriented

Environment; prioritizes and executes tasks within a fast-paced environment; ability to develop, evaluate, and

motivate team members; exceptional problem-solving skills; working knowledge of call center technologies

and workforce management; Proficiency with customer relationship management and database software;

high level organizational skills and attention to detail.; excellent written and verbal communication skills.

The American Traffic Safety Services Association is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.