General Manager - Training - Contact Center Operations

Summary :

The GM - Training (Contact Center Operations) will be a strategic leader responsible for developing, implementing, and overseeing all training initiatives for our dynamic and growing contact centre. This role involves leading a team of training professionals to design and deliver impactful learning programs that enhance agent performance, ensure quality service delivery, improve customer satisfaction, and support overall business objectives.

Mandatory Ask :

- Should have experience in BPO with Ideal candidature would be minimum 10+ years' experience in Contact Centre Training.

- Experience in US Healthcare/BPO.

- At least 5-7 years in a significant training leadership role, specifically managing the training function within a large-scale BPO / contact centre environment.

Roles & responsibility:

- Develop, implement, and refine the comprehensive training strategy for all aspects of contact centre operations, aligning with overall business goals.

- Oversee the end-to-end lifecycle of training programs, from needs analysis and design to delivery, evaluation, and continuous improvement.

- Lead, mentor, coach, and manage a team of trainers, instructional designers, and training coordinators, fostering a high-performance culture

- Spearhead the design and development of engaging and effective training programs, including new hire on boarding, product/service training, process and systems training, soft skills development, sales techniques (if applicable), leadership training for team leads, and recurrent/refresher training.

- Ensure all training content and methodologies adhere to adult learning principles and incorporate a variety of learning techniques (ILT, VILT, e-learning, blended learning, simulations, on-the-job training, gamification).

- Strong understanding of Voice based platforms like Versant and Swar.

- In-depth understanding of contact centre operations, key performance indicators (KPIs), processes, and technologies (e.g., CRM, ACD, WFM, QA tools).

- Professional training certifications (e.g., CPLP, CPTM, ATD certifications, COPC Registered Coordinator).