Associate Director of Training – BPO

The Associate Director of Training will lead the design, execution, and continuous improvement of training programs across multiple lines of business (LOBs) to ensure operational excellence and client satisfaction. This role requires strategic leadership, strong stakeholder management, and expertise in modern learning methodologies within a fast-paced BPO environment.

Key Responsibilities

Strategic Leadership

• Develop and implement a comprehensive training strategy aligned with business goals and client KPIs.
• Partner with Operations, Quality, and Talent Acquisition teams to integrate training into the employee lifecycle.
• Monitor training performance metrics and ensure alignment with operational objectives.

Training Operations

• Oversee new hire onboarding, nesting programs, and continuous learning initiatives.
• Standardize training processes across all sites and programs.
• Ensure training materials and curricula meet quality standards and client expectations.

Team Management

• Lead and mentor Training Managers, trainers, and instructional designers.
• Manage workforce planning, scheduling, and resource allocation for training delivery.

Innovation & Continuous Improvement

• Introduce modern learning approaches (e-learning, gamification, microlearning).
• Leverage LMS platforms and analytics to optimize training effectiveness.
• Stay updated on industry trends and implement best practices.

Stakeholder & Client Engagement

• Act as the senior point of contact for client training audits and reviews.
• Present training insights and improvement plans to senior leadership and clients.

Qualifications

• Education: Bachelor’s degree in HR, Business Administration, Education, or related field (Master’s preferred).
• Experience: 8+ years in training leadership roles within BPO/contact center environments.
• Proven track record in managing large-scale training operations and teams.
• Strong knowledge of adult learning principles and digital learning tools.
• Excellent communication, leadership, and stakeholder management skills.

Preferred Skills

• Proficiency in Learning Management Systems (LMS).
• Data-driven decision-making and reporting.
• Ability to manage budgets and optimize resources.