BPO Training Director

Position Purpose:

The Training Director shall be responsible in growing and leading a team of training specialists to support the ramp growth and class performance.

He or she must have passion to serve all customers, thrive in a high-intensity, high volume environment while achieving the highest level of customer experience.

Essential Functions and Responsibilities:

1. Lead the training team to develop and deliver employee training and on-boarding programs to support company growth and performance goals. This includes identifying and assessing future and current training requirements and resources.

2. Oversee the development of a strategic training plan and all related content and evaluations.

3. Develop and oversee all e-learning initiatives to deliver individual and team training content to remote office locations.

4. Manage, develop and grow training staff. Partner with Managers to ensure the continued growth and development of training resources in each campaign.

5. Maintain a keen understanding of training trends, developments and best practices

6. Champion the use and advancement of the company's CRM.

7. Collaborate with the leadership team to teach best practices for managing the programs metrics through established systems and processes.

8. Establish team processes and metrics, and hold each member of the team accountable for individual and group results. Develop and lead team recognition programs.

9. Help develop and teach best practices and performance standards to meet business objectives and goals

10. Build a team by supporting a positive, open culture that encourages and rewards cooperation and collaboration

Minimum Job Requirements (Education, Experience, Skills):

· Bachelor’s Degree education preferred.

· Three to five years experience in leading the training delivery function in the call center industry is preferred.

· Shall lead the implementation of all training strategies

· Impressive communication, planning, leadership, coordinating, and team management is required.

· Experience being directly involved in curriculum development projects. Understanding of the Instructional System Design (ISD) process is required.

· Experience in conflict resolution/negotiation, team and consensus building is required.

· Proficiency in MS Office, flowcharting, and project management software is required.

· The ability to look for and implement solutions that improve performance is required.