Director - Voice/ Training

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

• 10–12 yrs of experience
• Curriculum development
• CRM
• MS Office
• Learning and development
• Sales
• Employee engagement
• Any graduate