BPO Associate Training Director

Minimum Job Requirements (Education, Experience, Skills): 

Bachelor’s Degree education.

Amenable to work on all Afni Sites

Fixed night shift

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.

Position Purpose:

The Associate Training Director shall be responsible for growing and leading a team of training specialists to support the ramp growth and class performance. He or she must have a passion to serve all customers, thrive in a high-intensity, high volume environment while achieving the highest level of customer experience. 

Program Development and Implementation:

Design and develop training programs tailored to the organization's needs.

Implement training initiatives, ensuring they align with business goals.

Needs Assessment:

Conduct performance reviews and skills gap analyses to identify training needs for departments, teams, and individuals

Curriculum Management:

Oversee the creation and maintenance of training materials, including manuals, handouts, and exercises

Ensure the curriculum is up-to-date and relevant to current industry standards.

Training Delivery:

Drive the learning delivery operations - driving both efficiency and effectiveness metrics of the assigned Training deliver teams

Closely work with key stakeholders (both internal and external) in driving key performance metrics and value adding initiatives

Team Leadership:

Lead and manage a team of trainers and support staff.

Provide coaching and mentorship to trainers to enhance their delivery skills

Budget Management:

Develop and manage the training budget, ensuring cost-effective use of resources

Evaluation and Feedback:

Assess the effectiveness of training programs through feedback and performance metrics.

Make necessary adjustments to improve training outcomes

Compliance and Standards:

Ensure all training programs comply with relevant laws, regulations, and organizational policies

Stakeholder Collaboration:

Work closely with department heads and other stakeholders to align training programs with organizational and/or client specific objectives

These responsibilities ensure that the Associate Training Director effectively supports the development and growth of employees, contributing to the overall success of the organization.