BPO Senior Director

7 days ago

Plano, Texas, United States NTT DATA Full time

Design and implement training strategies that align with BPO business goals and client expectations. Lead and mentor a global team of training managers, instructional designers, and facilitators. Collaborate with operations, quality, and client services to identify performance gaps and training needs. Oversee onboarding, upskilling, and leadership development programs across multiple accounts and verticals. Ensure training content is current, engaging, and compliant with client and regulatory requirements. Leverage data and analytics to measure training effectiveness and continuously improve learning outcomes. Manage training budgets, vendor relationships, and technology platforms (e.g., LMS, e-learning tools). Drive innovation in training delivery, including virtual learning, gamification, and microlearning. Bachelor's degree in Education, Business, HR, or related field (Master's preferred). 10 years of experience in training and development, with at least 5 years in a senior leadership role within a BPO or contact center environment. Strong understanding of BPO operations, KPIs, and client management. Expertise in instructional design, adult learning theory, and training technologies. Exceptional leadership, communication, and stakeholder engagement skills. Experience managing global teams and working across cultures and time zones. Certifications in training or learning (e.g., ATD, CPTD, Six Sigma). Experience with high-volume hiring and onboarding in BPO settings. Familiarity with compliance training, soft skills development, and multilingual training programs.

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