Director - Voice/ Training
BengaluruFull-time10–12 yrsPosted over a month ago
Leadership customer support role at Sagility in Bengaluru. Needs 10–12 years.
About the role
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.
What you'll do
- 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
- Spearhead the design and development of engaging and effective training programs, including new hire onboarding, product/service training, process and systems training
What you need
- Curriculum development
- CRM
- MS Office
- Learning and development
- Sales
- Employee engagement