Director - Voice/ Training

Job Summary:

The Director - Training (Contact Center Operations) will be a strategic leader responsible for developing, implementing, and overseeing all training initiatives for our dynamic and growing contact centre. This role involves leading a team of training professionals to design and deliver impactful learning programs that enhance agent performance, ensure quality service delivery, improve customer satisfaction, and support overall business objectives. The ideal candidate will be a seasoned training professional with deep expertise in contact centre environments and a passion for fostering a culture of continuous learning and development.

Key Responsibilities:

Training Strategy & Leadership:

• Develop, implement, and refine the comprehensive training strategy for all aspects of contact centre operations, aligning with overall business goals.
• Lead, mentor, coach, and manage a team of trainers, instructional designers, and training coordinators, fostering a high-performance culture.
• Oversee the end-to-end lifecycle of training programs, from needs analysis and design to delivery, evaluation, and continuous improvement.
• Establish and monitor key training metrics and KPIs (e.g., Kirkpatrick levels, CSAT, FCR, AHT improvements, sales conversion, compliance adherence, nesting success rates) to measure effectiveness and ROI.

Program Design & Delivery:

• Spearhead the design and development of engaging and effective training programs, including new hire onboarding, product/service training, process and systems training, soft skills development, sales techniques (if applicable), leadership training for team leads, and recurrent/refresher training.
• Ensure all training content and methodologies adhere to adult learning principles and incorporate a variety of learning techniques (ILT, VILT, e-learning, blended learning, simulations, on-the-job training, gamification).
• Oversee the creation of high-quality training materials, including facilitator guides, participant workbooks, e-learning modules, job aids, videos, and assessments.

Needs Analysis & Stakeholder Management:

• Conduct regular Training Needs Analysis (TNA) in collaboration with Operations, Quality Assurance, HR, and other key stakeholders to identify skill gaps and learning opportunities.
• Partner closely with contact center leadership and other department heads to understand evolving business needs and ensure training programs effectively support them.
• Effectively communicate training strategies, progress, and impact to senior management and other stakeholders.

Operations & Continuous Improvement:

• Manage and optimize the Learning Management System (LMS) and other training technologies to ensure efficient delivery, tracking, and reporting of training activities.
• Develop and manage the training budget, ensuring optimal allocation of resources.
• Stay abreast of the latest industry trends, best practices in adult learning, training technologies, and contact centre innovations to continuously enhance the training function.
• Implement and oversee quality assurance processes for all training programs and delivery.
• Ensure all training programs are compliant with relevant industry regulations and company policies.
• Foster a positive learning environment that encourages employee engagement and development.

Required Qualifications & Experience:

• Bachelor’s degree.
• Minimum of 10-12 years of progressive experience in training and development.
• At least 5-7 years in a significant training leadership role, specifically managing the training function within a large-scale BPO / contact centre environment.
• Proven track record of designing, implementing, and evaluating successful end-to-end training programs that demonstrably improved contact centre performance.
• Strong understanding of Voice based platforms like Versant and Swar.
• Strong experience in leading, mentoring, and developing a team of training professionals (trainers, instructional designers).
• In-depth understanding of contact centre operations, key performance indicators (KPIs), processes, and technologies (e.g., CRM, ACD, WFM, QA tools).
• Demonstrable experience with various training methodologies, adult learning principles, and instructional design concepts.
• Professional training certifications (e.g., CPLP, CPTM, ATD certifications, COPC Registered Coordinator).
• Experience in training for both voice and non-voice (e.g., chat, email, social media) contact centre processes.
• Experience managing training for Voice based international contact centres.
• Demonstrated experience in leveraging data analytics to drive training improvements and showcase ROI

Skills & Competencies:

• Leadership & Team Management: Ability to inspire, lead, and develop a high-performing training team.
• Strategic Thinking: Capacity to develop long-term training strategies aligned with business objectives.
• Communication: Exceptional verbal, written, and presentation skills; ability to communicate effectively with all levels of the organization.
• Instructional Design & Curriculum Development: Expertise in creating engaging and effective learning content.
• Training Delivery & Facilitation: Strong facilitation skills for both in-person and virtual environments.
• Analytical & Problem-Solving: Ability to analyze training needs, evaluate training effectiveness, and make data-driven decisions.
• Stakeholder Management: Proven ability to build relationships and collaborate effectively with diverse stakeholders.
• Project Management: Strong organizational and project management skills to handle multiple initiatives simultaneously.
• Adaptability & Innovation: Ability to adapt to a fast-paced environment and drive innovation in training.

Proficiency in MS Office Suite and familiarity with common e-learning authoring tools (e.g., Articulate 360, Adobe Captivate) and Learning Management Systems (LMS).