Training Director – CLS Retail

About the role

The CLS Training Director will lead the training and development function for Sutherland's retail call‑center programs in Alexandria. Reporting to senior leadership, you will partner with business and functional owners to design and execute strategic training methodologies that drive performance and meet client KPIs.

Key responsibilities

• Partner with business and functional owners to establish and execute training strategies aligned with program goals.
• Manage training resources, including hiring, onboarding, and developing Training Managers and Specialists.
• Oversee New‑Hire training, nesting, and the 0‑30‑day onboarding process, ensuring compliance with CLS tools, templates, and reporting standards.
• Plan, project‑manage, and execute training delivery schedules, securing trainer and classroom assignments for each class.
• Observe classroom and nesting sessions, provide coaching, and ensure effective facilitation.
• Maintain and continuously update the training curriculum based on client needs, call flows, and performance data.
• Collect trainee feedback through daily pulse surveys, reaction quotients, and focus groups.
• Track key performance indicators, including 30‑60‑90‑day post‑nesting performance, and report results.
• Ensure budgetary compliance, headcount ratios, and ownership of the VTF program for assigned verticals.

Required profile

• Proven experience leading training and development operations in a call‑center or similar high‑volume environment.
• Demonstrated ability to partner with business owners and functional leaders to design training programs.
• Experience hiring, coaching, and managing a team of training professionals.
• Strong knowledge of training delivery methods, curriculum design, and performance tracking.
• Ability to ensure compliance with standardized tools, templates, and reporting guidelines.
• Experience managing budgets, headcount, and KPI targets.

Required skills