Job Description

Basic Function

This is a full-time position, remote work from home

Call Center Open from 7a EST - 8p EST

8 hours a day with possible Saturdays on call

Position Summary:

The Director of Training and Development is responsible for leading the design, development, and delivery of all training programs across inbound and outbound call center operations. This role ensures agents, managers, and support staff are equipped with the knowledge, skills, and tools needed to deliver exceptional customer service, meet dealership expectations, and achieve internal performance goals. The Director of Training and Development will oversee the full training lifecycle-onboarding, continuous development, performance improvement, and leadership development-while aligning training initiatives with company values and business objectives.

Key Responsibilities:

Training Program Development & Delivery

• Design and develop engaging training content, materials, and resources for call center agents, managers, and support staff.
• Facilitate live and virtual training sessions for onboarding, process updates, technology systems (Xtime, Tekion, DMS, CRM, etc.), and customer service skills.
• Regularly evaluate training effectiveness through feedback, call monitoring, and performance results; adjust programs accordingly.

Leadership & Department Oversight

• Lead the Training Department, managing any Training Coordinators, Quality Assurance staff, or support roles.
• Partner with the Directors of Operations, Inbound and Outbound and Account Management Team to ensure training aligns with call volume forecasts, quality standards, and performance scorecards.
• Serve as the subject matter expert for all training-related initiatives.

Continuous Improvement & Content Development

• Develop structured training curricula, guides, e-learning modules, and knowledge bases to ensure consistency.
• Maintain a library of training resources that reflect process updates, dealership requirements, and compliance regulations.
• Collaborate with QA to identify skill gaps and design targeted coaching/training plans.

Performance & Business Alignment

• Track and report training impact on KPIs such as calls per hour, average talk time, appointments set, and customer satisfaction.
• Drive employee development plans and create pathways for internal promotion.
• Ensure training supports company-wide objectives, including gross margin goals, customer retention, and service level compliance.

Compliance & Standards

• Ensure all training programs meet federal/state compliance requirements (e.g., call recording, text messaging laws).
• Establish clear guidelines for professional behavior, communication, and dealership knowledge.

Qualifications & Skills:

• Bachelor's degree in Business, Education, Communication, or related field (preferred).
• 3+ years of experience in training management within a call center or customer service environment.
• Strong knowledge of instructional design, adult learning principles, and content development.
• Excellent facilitation, presentation, and coaching skills.
• Proficiency in creating digital content (Google Suite, LMS platforms, Trainual, e-learning tools).
• Ability to analyze KPIs and adjust training programs for performance impact.
• Leadership skills with the ability to inspire, coach, and develop a training team.

Key Success Indicators:

• Reduced agent ramp-up time and improved first-30-day performance.
• Improved QA scorecard results across inbound and outbound teams.
• Increased agent retention and promotion rates.
• Training programs are consistently updated with process, system, and compliance changes.
• Positive dealer feedback on professionalism and customer service standards

Ideal Work Space:

• Must have a hardwired, stable internet connection

• Workstation run on Windows 11

• Quiet, noise-free home office space, free of distraction

• Computer Specs
  • 1.4 GHz or higher Intel Core 2 Duo processor or compatible
  • 8 GB of RAM recommended minimum
  • Google Chrome Installed
  • Camera

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