Senior Director, Training

Role & responsibilities

• Participating in process-level conference calls with clients and operations to understand requirements and implement actions that meet process requirements and client expectations.
• Attending and represent weekly and monthly business reviews (WBR/MBR) with clients and operations for respective processes.
• Evaluating the quality of training delivered using feedback tools, training quality scores, and training efficiency (conversion) scores.
• Conducting audits to gauge the efficacy of testing systems and applications, and continually update training materials as new products and processes are introduced.
• Leveraging AI technologies to create personalized learning paths, adaptive learning experiences, and intelligent tutoring systems. Use AI to analyze training data for actionable insights, implement AI-driven automation to streamline administrative tasks, and stay abreast of the latest AI developments to evaluate their impact on the organization's training programs.
• Representing the process training function during client pitches to showcase the organizations capabilities, achievements, and robust learning environment.
• Reviewing training incentive data monthly to ensure batch funds are utilized to drive engagement and performance. Submit billing information in a timely manner.

Preferred candidate profile

Qualification & Experience:

• Graduate/Postgraduate from a recognized university
• Minimum 16 years of Training experience in a domestic BPO/outsourced or Service Industry environment, specialized in eCommerce domain
• Experience in CSAT/ NPS metric management.

Skills (Preferred):

• Excellent client management skills, presentation abilities, and stakeholder management
• Six Sigma/ LEAN or Equivalent certification is preferred
• Ability to coach, develop action plans which maximize performance and provide effective feedback
• Be flexible and work creatively and analytically in a problem-solving environment
• Manage other KPIs like TQ, yield, DTP, etc.