Global Contact Centre Trainer

A dynamic and purpose-led organization seeks a seasoned training leader to drive high-impact learning initiatives across global contact centre operations.

This strategic and hands-on leadership role is responsible for scaling training programs that directly impact performance, quality, and customer experience.

Job Description:
• Develop and execute a comprehensive training strategy across all functions
• Lead and coach a team of training professionals to deliver results
• Design and implement engaging training programs – onboarding, product, soft skills, leadership
• Leverage technology to create scalable impact
• Ensure training aligns with business metrics (CSAT, AHT, FCR, compliance, etc.)

Requirements:
• 10–12 years in training and development, with 5+ years in a leadership role in contact centre/BPO setups
• Strong experience in international voice-based processes, especially US Healthcare
• Expertise in instructional design, adult learning principles, and training ROI measurement
• Proficiency with tools like Articulate, Captivate, and Learning Management Systems
• Excellent leadership, communication, and stakeholder management skills Read more