Associate Director - Training

Description

• Training Strategy and Execution
  
  

1.1. Design and implement a scalable training strategy aligned with client and organizational goals.

1.2. Oversee end-to-end training operations, including new hire, nesting, upskilling, cross-skilling, and continuous learning programs.

1.3. Ensure consistency and quality in training delivery across all lines of business.

• Leadership and Team Development
  
  

2.1. Lead, coach, and develop training supervisors, training managers, and trainers.

2.2. Establish performance standards and development plans for the training team.

2.3. Drive a high-performance culture through regular feedback and mentoring.

• Client and Stakeholder Management
  
  

3.1. Serve as the primary training point of contact for client partners and internal stakeholders.

3.2. Communicate training performance metrics, insights, and recommendations during business reviews.

3.3. Collaborate with operations, quality, HR, and workforce teams to support overall program success.

• Training Evaluation and Continuous Improvement
  
  

4.1. Monitor training effectiveness using data and metrics (e.g., TNI, training-to-floor conversion, speed to proficiency, retention).

4.2. Identify gaps and implement improvements to content, facilitation techniques, and learner experience.

4.3. Maintain compliance with regulatory requirements, client guidelines, and internal SOPs.

• Content Development and Technology Integration
  
  

5.1. Oversee the development and updating of training content using instructional design best practices.

5.2. Leverage learning technologies (LMS, digital learning platforms, simulations) to deliver blended and scalable learning experiences.

• Business and Operational Alignment
  
  

6.1. Analyze operational trends to inform training priorities and workforce readiness planning.

6.2. Drive training interventions that support KPIs such as CSAT, AHT, FCR, sales conversion, and quality scores.

6.3. Support new business ramp-up, cross-training, and transitions by ensuring training readiness and resource planning.

Requirements

Qualifications:

• Amenable to work onsite in Commonwealth Q.C.
• REQUIRED Travel Requirements - 2x Onsite/week to Sta Rosa Laguna
• Amenable to work on fixed night shift
• Minimum of 4 years of BPO experience in a leadership or people management role.
• Bachelor’s degree in communication, Education, Linguistics, or a related field (or equivalent experience).
• Proven experience in voice, language, or communication training, preferably in a BPO or customer service environment.
• Strong analytical skills with a patient, methodical approach to data interpretation.
• Highly creative in developing training solutions and learning experiences.
• Emotionally resilient, able to handle pressure and tough conversations with professionalism.
• Humble and open-minded, willing to learn from others and unlearn practices that no longer serve the current environment.
• Flexible and adaptable, thriving in dynamic, fast-paced settings.
• Excellent interpersonal and communication skills, with the ability to lead, influence, and inspire.
• Familiarity with call monitoring tools, learning platforms, and coaching frameworks is a plus.