· Manages training programs and learning experiences for adult learners in a site.

· Hires, trains and supervises a staff of trainers.

· Develops/implements training programs for contact center personnel, which may include management development programs.

· Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.

· Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.

· Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.