Training Director

DIRECTOR - TRAININGThe CLS program Training Leader role partners with the business & functional owners toestablish and execute strategic training methodologies that drive business performance. The role is responsible for the following:Plan, project, manage, and ensure execution of training delivery (NewHire + Ongoing) for clients. Ensure ramp plan is in place, updated,executed. Trainer and Training Room assignments are locked for eachclass.Observe classes, Nesting & Bottom Quartile Management delivery andlead coaching sessions for the group. Ensure effective Training Deliverytakes place and Trainers are observed, given feedback, and coached onfacilitation and classroom management effectiveness.Assess, maintains, and ensure Training Curriculum is updated based onClient Needs and Program performanceEnsures that trainees are empowered to provide feedback on trainingexperience and employee welfare through Daily Training Pulse,Training Reaction Quotient, FGD, and open communication withTrainer, Training Manager, and Site Leaders.Ensures the tracking & assessment of the key performance indicators,including 30-60-90 days performance post nesting for each wave.Ensure Training Curriculum is updated with latest call flow, call drivers, and call samples. Assess and ensures activities, exercises, and modifications are aligned with the Account needs and updates.Ensure New Hire Consultants are getting right level of coaching,support, and development during and post Nesting (30-60-90 daystenure).Monitor retention per class per client and execute initiatives that willpositively impact learner experience and welfare.Forecast attrition in Training and Nesting and execute appropriateretention strategies.Conduct FGDs for Learners and address issues and help items raised.Utilize feedback from Daily Training Pulse and Training ReactionQuotient to continuously improve Training Environment and Learner ExperienceCoach & Develop Training Managers and Trainers in their corecompetenciesConduct Performance Reviews for Training Managers covering helpitems, New Hire Performance, Training Throughput, TrainerObservation, Training Reaction Quotient, Productivity, Action Plansand InitiativesEstablish development plans for Training Managers and ensures it’s inplace for TrainersEnsures client related billable/non-billable reports and every otherreporting requirements are collated, audited and sent out all throughAnalyst/CoordinatorMaintain updated hiring & resource planners (TRPD) for all theoperating center/site.Ensures consistency & compliance to all CLS mandated tools, &reporting guidelines (e.g. TRPD, CLS Tracker, Trainer Productivity, etc via Training Specialists/Managers & Coordinator)Proactively seeks to improve Training Delivery for the site via content,context & curriculum analysis. Uses other acceptableISD/Improvement Methodologies as applicable.Demonstrate business acumen to analyze and design solutions thataddress performance challengesForecast CLS talent needs and develop human capital managementsolutions answering both current and future needsPartners with stakeholders to support revenue growth and demandsfor the operating center.Represents CLS in all relevant strategic and tactical forums; internal &external for the operating center.Partners with Service Delivery and Quality to determine needs andgaps within the operating site.Conducts & leads detailed gaps & needs analysis and post-trainingassessment initiatives for the program.Lead special projects or new business developments that requirespecialized training attention.Analyze and correlate Daily Training Pulse and Training ReactionQuotient results with Echo Survey, Attrition Trend, and New HirePerformance to enable formulation of initiatives to address employeeretention and performance issues.Lead/ participate in CLS Geo-wide projects targeting processimprovements, innovations, department governance.QualificationsCollege Degree (Masters/MBA is a plus)Minimum of 7 years BPO experience with at least 4-5 years of managing Training andDevelopment business unit.Demonstrated ability to use MS Office applications: Excel, Power Point, Word, and OutlookExcellent written and oral communication skillsExcellent ability to build networks within and across functions through proactivecommunication.Ability to maintain a high degree of confidentiality and professionalism is criticalStrong work ethic, integrity, flexibility, diversity, customer service orientation,leadership/coaching skills and team building abilities are essential