Description:
We are seeking a dynamic and experienced Senior Director to lead our Training Department within a fast-paced BPO environment. This strategic leadership role is responsible for developing and executing training programs that enhance operational performance, improve customer experience, and support employee growth across multiple service lines and geographies.
The ideal candidate will have a strong background in BPO operations, adult learning methodologies, and leadership development, with a proven ability to drive results through scalable training initiatives.
Key Responsibilities:
- Design and implement training strategies that align with BPO business goals and client expectations.
- Lead and mentor a global team of training managers, instructional designers, and facilitators.
- Collaborate with operations, quality, and client services to identify performance gaps and training needs.
- Oversee onboarding, upskilling, and leadership development programs across multiple accounts and verticals.
- Ensure training content is current, engaging, and compliant with client and regulatory requirements.
- Leverage data and analytics to measure training effectiveness and continuously improve learning outcomes.
- Manage training budgets, vendor relationships, and technology platforms (e.g., LMS, e-learning tools).
- Drive innovation in training delivery, including virtual learning, gamification, and microlearning.
Qualifications:
- Bachelor's degree in Education, Business, HR, or related field (Master's preferred).
- 10 years of experience in training and development, with at least 5 years in a senior leadership role within a BPO or contact center environment.
- Strong understanding of BPO operations, KPIs, and client management.
- Expertise in instructional design, adult learning theory, and training technologies.
- Exceptional leadership, communication, and stakeholder engagement skills.
- Experience managing global teams and working across cultures and time zones.