[jsfg_cinti] Associate Director, Training and Development

I have been asked to forward the following message about a position in 
New Jersey. If interested, please contact Linda Nathan.

----- Original Message -----
We have a search firm and are currently recruiting for an associate 
director training and development for a customer interaction center. It 
is with a top 5 pharma company in New Jersey. I am enclosing a job 
description and would appreciate any help you can provide. Thanks. 
Scroll down.

24198 - Asc Dir Trng and Dev

GENERAL INFO

Job Posting ID:
Functional Area: US - Marketing
Req Title: Asc Dir Trng and Dev

Web Posting Title: Associate Director, Training and Development - 
Customer Interaction Center

Job Description:
This position reports directly to the Executive Director, Customer 
Interaction Center and supports external as well as internal training 
and learning opportunities. As leader for the internal training at CIC, 
the Associate Director is responsible for the overall design and 
delivery of training for the Operations group consisting of front and 
back end Customer Care Specialists and for supporting functions such as 
coaching, monitoring and qualitative improvements that enhance the 
overall effectiveness of the Center. Since CIC is the primary customer 
contact point within the company, the Associate Director is the primary 
advocate for providing recommendations and support for training that 
enhances the Customer & Quality Focus behavior and value across all 
company contact touchpoints. In this capacity, training curriculum 
should be developed and supported in cooperation with other leaders that 
have internal as well as external customer touchpoints such as US CD&MA, 
MIS, etc.

Duties and Responsibilities:

Identify Training Requirements; Develop and Implement Plans for 
Performance Improvement
1. Create and sustain a continuous learning environment enabling 
knowledge and performance management by: • Creating ongoing development 
opportunities • Provide tools and resources to support individual 
development • Establish and apply principles of mentoring and coaching
2. Determine performance requirements (knowledge and behaviors) for jobs 
and individuals at all levels.
3. Identify job training and development needs to meet future demands 
(job needs assessment)
4. Identify direct reports’ strengths and development needs.
5. Develop, implement and support a training strategy including delivery 
methods, facilitators, courseware and instructional design/development 
(ISD). Also, develop and implement a plan to evaluate effectiveness of 
training using established practices (Kirkpatrick, Phillips models) and 
reporting through ILearn LMS system.
6. Ensure alignment of Center training initiatives with CIC (WPs) as 
well as organization-wide programs (compliance, FDA, HIPPA, OIG etc.)
7. Implement and support the New Hire Learning Program for Customer Care 
and Clozaril National Registry and other areas as appropriate.
8. Identify areas for self-development; implement continuous improvement 
for self and direct reports.
9. Establish and deploy technologies and processes that improve learning 
and training experiences.

Establish and Achieve Service Level and Quality Objectives
1. Identify, establish and communicate Center key performance indicators 
to meet customer/client requirements to align critical performance 
objectives.
2. Identify and apply principles and methods of quality and process 
improvement.
3. Implement service strategy training across all channels and vendors.
4. Evaluate the effectiveness of service delivery and the impact on 
customer satisfaction.
5. Identify key contributors to customer satisfaction and areas to 
improve performance through root cause analysis.
6. Monitor, test and track customer satisfaction with Center management 
team.
7. Communicate the value of customer relationships to Center staff and 
company audiences as “touchpoint branding”.
8. Develop relationships across the organization to determine the 
objectives and needs of customers and to establish appropriate customer 
relationship initiatives and training (CCQI modeling).
9. Provides the executive with meaningful, accurate evaluations on human 
performance issues and recommendations for improvement.

Team Leadership
1. Creates cross-functional teams through shared vision, goals and 
planning for learning/training events.
2. Solicits the input of others and leverages expertise through 
collaborative Relationships.
3. Accesses enterprise resources to support joint objectives (I Learn, 
Training Council, etc.)
4. Uses ethical strategies and practices to achieve goals and influence 
outcomes.
5. Attend to executive issues as they relate to the Center.
6. Demonstrates a comfort level with the rapid pace of change in 
operations, technology and social organization.
7. Demonstrates flexibility and the ability to multitask
8. Develops and justifies budget to support Center training.

Target Start Date

DETAIL INFO

Work Location: New Jersey
Employment Type: Full Time
Experience: 8 years or more
Education: Bachelors Degree
MRR/Salary Range Low:
MRR/Salary Range High:
Travel Required: False
Travel Percentage:
Relocation: Yes

Minimum Requirements:
Bachelors Degree required. (Masters preferred) in behavioral science 
and/or adult education.

Experience:
1. 8-10 years experience in performance development and management in a 
contact center or customer service environment.
2. Demonstrate an understanding and application of instructional design 
as well as adult learning principles as directly applied to training 
issues.
3. Experience conducting a performance analysis/audit and providing 
appropriate solutions.
4. Knowledge and application of quality improvement techniques including 
evaluations.
5. Prior experience as a management leader in a fast-paced environment 
preferably in the pharmaceutical or health care industry.
6. Knowledge of Microsoft applications; Siebel, a plus.
7. Familiar with trend analysis and quality reports to determine 
training or other interventions for improvement. Six Sigma, a plus.
8. Demonstrated leadership, group facilitation and communication skills.
9. Business knowledge and experience particularly in a large corporate 
setting.


CONTACT INFO

Linda Nathan
The Nathan Group
(412) 221-5862
Email: lnathan@xxxxxxxxxxxxxxxx


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