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:

Key Skills:

Training Strategy, Voice Process
Training, BPO Training, CX Training, Learning Transformation, P&L
Management, Stakeholder Management, AI in Training, Leadership Development