About Our Client

Our client is a global industry leader in the BPO and customer-experience sector, with major delivery centers across the USA, Mexico, and the Philippines. Serving numerous Fortune 500 and enterprise customers, they consistently outperform competitors on service quality, operational delivery, and client satisfaction.

With 13 000 + employees, 24 × 7 operations, and a collaborative executive team, the company continues to expand rapidly. Its culture balances client excellence with employee engagement, empowering leaders and teams to perform at their best while fostering innovation and accountability.

The Opportunity

The Director of Training provides leadership across the training and training development function, supporting delivery and development of client mandated training programs across multiple sites.

This role ensures that new hires are equipped with the skills required to succeed on their client programs, while also driving ongoing, supplemental, and recurrent training aligned with client requirements and operational performance expectations.

The Director will collaborate closely with the Sr. Director of Operations, Center Directors, Client Services, Human Resources, and Workforce Management to align training delivery plans with staffing forecasts and performance trends. All training delivery and development teams report into this role.

The Ideal Profile

You are an experienced training leader within a call center or BPO environment, with experience managing multi site teams and supporting multiple clients and lines of business.

You bring a structured approach to training delivery, curriculum design, and performance evaluation, and are comfortable working cross functionally to align training outcomes with operational goals.

You are effective at managing teams, coordinating with stakeholders, and ensuring training programs translate into measurable employee performance.

Working Model & Eligibility

On-site role based in Tucson, Arizona.

What You’ll Lead

Training Delivery

• Direct training teams in the delivery of all new hire and supplemental client training programs.

• Ensure graduates of training have the skills required to succeed on their assigned programs.

Training Planning & Strategy

• Develop training plans aligned to staffing forecasts, client requirements, performance improvement plans, and new or expanding programs.

• Align training delivery with operational needs and workforce projections.

Cross Functional Collaboration

• Partner with Workforce Management, Human Resources, Operations, and Client Services to forecast needs, deliver training plans, and address performance trends.

• Support solutions related to attrition, retention, and performance improvement.

Training Quality & Performance

• Oversee classroom administration, instructor effectiveness, certification processes, and overall training quality.

• Track and measure training effectiveness and the performance of employees post training.

• Provide feedback through monitoring sessions, evaluations, coaching, and performance improvement planning.

Operational Support & Stakeholder Management

• Participate in operational reviews, client planning, and resolution of training related issues and conflicts.

• Act as the primary point of contact for training delivery concerns.

• Maintain close coordination with Client Services and communicate directly with client contacts as required.

Process Improvement & Standardization

• Work with internal teams on standardized delivery, process compliance, and enterprise solutions.

• Analyze results, implement initiatives, and support continuous improvement efforts.

Department Leadership

• Provide leadership across course development, delivery, evaluation, process measurement, and cost management of the training function.

What You’ll Bring

• Bachelor’s degree in Adult Education or a related field, or equivalent experience. Master’s degree preferred.

• Minimum of 4 years of experience leading and managing multi site training teams in a call center environment, preferably within an outsourced setting.

• Experience working with multiple clients and multiple lines of business.

• Experience in monitoring and evaluating training delivery, including performance evaluations, coaching, and performance improvement planning.

• Proficiency in curriculum design, including evaluating, developing, and implementing training modules.

• Experience in project management, including coordinating resources and delivering projects on time. Experience in multi site or enterprise wide initiatives preferred.

• Experience in conflict resolution, negotiation, and team collaboration.

• Proficiency in MS Office, with familiarity in flowcharting and project management tools preferred.

How Success Will Be Measured

• Training Delivery: Effective execution of new hire and supplemental training aligned with client and operational requirements.

• Operational Alignment: Training plans aligned with staffing forecasts and business needs.

• Performance Outcomes: Improvement in employee readiness and post training performance.

• Program Execution: Timely delivery of training initiatives across multiple sites and programs.

• Stakeholder Engagement: Strong collaboration with internal teams and effective communication with client stakeholders.