Job Description:
This is a Strategic leadership role focused on training excellence, business impact, and performance transformation within global CX/voice operations.
Key Responsibilities:
Training Strategy & Leadership
- Define and execute training strategy aligned with business goals and KPIs
- Lead end-to-end training lifecycle (new hire, refresher, leadership programs)
- Drive standardization across geographies and accounts
- Build and manage high-performing training teams
Business & Domain-Centric Training
- Design CX-focused training programs for international voice operations
- Align training with client SLAs and compliance standards
- Partner with operations to deliver role-based capability building
Performance & Capability Enhancement
- Use operational metrics (CSAT, AHT, Quality, Productivity) to drive training interventions
- Own training effectiveness and ROI
- Improve business outcomes through targeted learning strategies
Onboarding & Upskilling
- Drive structured onboarding for faster ramp-up
- Implement cross-skilling and leadership development programs
Financial Ownership
- Manage training P&L, budgeting, and cost optimization
- Drive productivity and ROI from training investments
Stakeholder Management
- Collaborate with global stakeholders and leadership teams
- Act as a strategic partner to business and clients
Requirements
Key Requirements:
- 20+ years in Training within international voice BPO / CX operations
- Proven experience handling large, multi-location teams
- Strong expertise in business-driven training (NOT L&D/OD)
- Hands-on experience with P&L management & cost optimization
- Strong understanding of CX metrics (CSAT, AHT, Quality)
- Experience in AI/Tech-enabled training transformation
- Excellent stakeholder management & executive presence
Important Note:
❌ Profiles from L&D / HR training / OD backgrounds will not be considered
✅ Must have core experience in
international voice training operations
Key Skills:
Training Strategy, Voice Process Training, BPO Training, CX Training, Learning Transformation, P&L Management, Stakeholder Management, AI in Training, Leadership Development
