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Join the KnipperHEALTH Team!
The Director of Training- Call Center & Pharmacy Operations will direct the design, planning and implementation of training programs aligned with the objectives and strategy focused on Call Center Operations, Pharmacy Operations and customer/patient experience (CX/PX). Collaborate with management teams to assess ongoing and future training and development needs as well as determine effectiveness of programs. Optimize the program delivery schedule resulting in trainee readiness within the timeframe needed. Oversee and establish relationships with functional management. Manage and develop training professionals.
Based out of Louisville, Kentucky location.
- Strong partnering with corporate Learning & Development to ensure corporate alignment, and that corporate approach is embedded within functional training (i.e. values, continuous learning culture, consistent messaging, quality of programming, coordination of programming content, and scheduling).
- Develop and execute strategic plan utilizing multiple data points, both quantitative and qualitative, (performance, productivity, skills gap analyses, customer, and patient information, etc.) to meet the evolving training needs of the business, teams and individuals.
- Manage and develop training professionals to execute to expected results.
- Collaborate with management teams to assess ongoing and future training and development needs. Understand compliance and regulatory training needs.
- Develop engaging group and individual learning courses with emphasis on teaching theories and fundamentals of Call Center, Pharmacy Operations and customer/patient experience (CX/PX).
- Manage training budget and need for and effectiveness of vendors.
- Ensure the quality and consistency of instruction and classroom management.
- Recommend and implement new training techniques and suggest enhancements to existing training programs, as needed. Oversee learning activities, curriculum and resources.
- Evaluate the results of training courses utilizing metrics and regular reporting always striving toward improved productivity, and CX/PX.
- Provide engaging communications about program information to encourage participation and highlight the value and benefits of continuous learning.
The above duties are meant to be representative of the position and not all-inclusive.
Education/Training:
Bachelor's degree in related field (Learning & Development, HR, Education, Organizational Effectiveness, etc.), strongly preferred
ATD, SHRM or related certification, a plus
Pharmacy Technician License, a plus
Business Experience:
- 10 years of demonstrated success in managing and leading successful teams
- 5+ years of experience in Call Center and/or Pharmacy management, ideally related to training and development, or demonstrated success with corporate and/or functional training focus
- 5+ years of Instructional design experience with various content; Instructor Led, virtual, e-Learning, and on demand
- 5+ years of Learning Management Systems (LMS) administration experience, preferred
- Experience with the Board of Pharmacy, a plus
KNOWLEDGE, SKILLS & ABILITIES:
- Strong knowledge of Microsoft Office (Word, Excel, and PowerPoint)
- Demonstrated creativity, excellent presentation, writing, listening and organization skills
- Excellent interpersonal skills required
- Knowledge and experience with adult learning concepts, instructional design (ADDIE or SAM), curriculum development, compliance requirements
- Demonstrated ability to work effectively with diverse teams and individual learners
- Cornerstone LMS experience, strongly preferred
PHYSICAL DEMANDS:
Required to talk or hear. Frequently stand, sit and reach with hands and arms, stoop, kneel, crouch. May occasionally lift and/or move up to 25 pounds.
Approximately 25% travel to other Knipper locations.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
