- Bangalore, Karnataka, India
- Full-time · Director
- 10+ years
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.
Responsibilities
- 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.
- 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.
- 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, 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).
Requirements
- Bachelor’s degree
- Nice to have: CPLP certification
- Nice to have: CPTM certification
- Nice to have: ATD certifications
- Nice to have: COPC Registered Coordinator