Training Director

About the role

The Training Director leads the CLS program training function, partnering with business and functional owners to design and execute strategic training initiatives that boost call‑center performance. This senior role oversees new‑hire and ongoing training delivery, curriculum management, and continuous improvement of the learner experience.

Key responsibilities

• Plan, project, and manage end‑to‑end training delivery for new hires and ongoing staff.
• Maintain and update ramp plans, trainer and training‑room assignments, and ensure classes are properly staffed.
• Observe and coach trainers, providing feedback on facilitation and classroom management.
• Keep the training curriculum current with client needs, call flows, drivers, and samples.
• Collect and act on trainee feedback through daily pulse surveys, reaction quotients, and focus groups.
• Track key performance indicators, including 30‑, 60‑, and 90‑day performance post‑nesting.
• Monitor class retention, forecast attrition, and implement retention strategies.
• Conduct performance reviews for training managers and develop coaching plans.
• Ensure compliance with CLS reporting tools (TRPD, CLS Tracker, Trainer Productivity) and audit all billable/non‑billable reports.
• Analyze training content and delivery using ISD/improvement methodologies to address performance challenges.

Required profile

• Proven experience leading training programs in a call‑center or similar high‑volume environment.
• Strong analytical and business‑acumen skills to design data‑driven solutions.
• Excellent coaching and leadership abilities to develop trainers and managers.
• Ability to manage multiple projects, forecast talent needs, and drive continuous improvement.

Required skills

• CLS Tracker
• TRPD
• Trainer Productivity