DIRECTOR - TRAINING
The CLS program Training Leader role partners with the business & functional owners to
establish 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 (New
- Hire + Ongoing) for clients. Ensure ramp plan is in place, updated,
- executed. Trainer and Training Room assignments are locked for each
- class.
- Observe classes, Nesting & Bottom Quartile Management delivery and
- lead coaching sessions for the group. Ensure effective Training Delivery
- takes place and Trainers are observed, given feedback, and coached on
- facilitation and classroom management effectiveness.
- Assess, maintains, and ensure Training Curriculum is updated based on
- Client Needs and Program performance
- Ensures that trainees are empowered to provide feedback on training
- experience and employee welfare through Daily Training Pulse,
- Training Reaction Quotient, FGD, and open communication with
- Trainer, 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 days
- tenure).
- Monitor retention per class per client and execute initiatives that will
- positively impact learner experience and welfare.
- Forecast attrition in Training and Nesting and execute appropriate
- retention strategies.
- Conduct FGDs for Learners and address issues and help items raised.
- Utilize feedback from Daily Training Pulse and Training Reaction
- Quotient to continuously improve Training Environment and Learner Experience
- Coach & Develop Training Managers and Trainers in their core
- competencies
- Conduct Performance Reviews for Training Managers covering help
- items, New Hire Performance, Training Throughput, Trainer
- Observation, Training Reaction Quotient, Productivity, Action Plans
- and Initiatives
- Establish development plans for Training Managers and ensures it's in
- place for Trainers
- Ensures client related billable/non-billable reports and every other
- reporting requirements are collated, audited and sent out all through
- Analyst/Coordinator
- Maintain updated hiring & resource planners (TRPD) for all the
- operating 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 acceptable
- ISD/Improvement Methodologies as applicable.
- Demonstrate business acumen to analyze and design solutions that
- address performance challenges
- Forecast CLS talent needs and develop human capital management
- solutions answering both current and future needs
- Partners with stakeholders to support revenue growth and demands
- for 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 and
- gaps within the operating site.
- Conducts & leads detailed gaps & needs analysis and post-training
- assessment initiatives for the program.
- Lead special projects or new business developments that require
- specialized training attention.
- Analyze and correlate Daily Training Pulse and Training Reaction
- Quotient results with Echo Survey, Attrition Trend, and New Hire
- Performance to enable formulation of initiatives to address employee
- retention and performance issues.
- Lead/ participate in CLS Geo-wide projects targeting process
- improvements, innovations, department governance.
Qualifications
- College Degree (Masters/MBA is a plus)
- Minimum of 7 years BPO experience with at least 4-5 years of managing Training and
- Development business unit.
- Demonstrated ability to use MS Office applications: Excel, Power Point, Word, and Outlook
- Excellent written and oral communication skills
- Excellent ability to build networks within and across functions through proactive
- communication.
- Ability to maintain a high degree of confidentiality and professionalism is critical
- Strong work ethic, integrity, flexibility, diversity, customer service orientation,
- leadership/coaching skills and team building abilities are essential
