About the Company

Our client is a leading global provider of contact center and customer engagement solutions, supporting some of the world's most recognised brands across telecommunications, insurance, healthcare, and retail. With operations across the US, Philippines, and Mexico, they employ over 13,000 people globally and are focused on delivering high-quality, scalable customer experience solutions.

About the Role

The Director of Training provides leadership to the training and training development team across all sites within the organization. The role supports the delivery and development of client-mandated training programs for newly hired employees and ensures that graduates of training have the requisite skills to be successful on their client programs.

The Director also supports the delivery and development of ongoing, supplemental, and recurrent training as required by clients. This role works closely with senior leadership and cross-functional teams to align training delivery with staffing forecasts, performance expectations, and operational needs. All training delivery and development staff report into this role.

This position is on-site in the Tucson, Arizona contact center.

What You Will Be Doing

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

• Develop training plans based on staffing forecast models, client requirements, performance improvement plans, and new or expanding clients

• Collaborate with Workforce Management, Human Resources, Operations, and Client Services to forecast needs, develop and deliver training plans, receive feedback, and resolve issues including attrition and retention

• Ensure the quality of training delivery, including classroom administration, instructor effectiveness and certification, tracking and measurement of training outcomes, and performance of graduated employees

• Participate in operational reviews, development of client plans, and resolution of training conflicts, issues, and performance concerns

• Provide logistical support and leadership for course development, delivery, evaluation, process measurement, and cost management of the training function

• Serve as the primary point of contact for all training delivery concerns

• Maintain close collaboration with Client Services and communicate directly with client contacts when required

• Provide performance feedback to training teams including monitoring sessions, evaluations, coaching, and performance improvement planning

• Work closely with internal teams on standardized delivery, process compliance, quality, and enterprise solutions to analyze results, implement initiatives, and improve performance

• Perform related duties as assigned

What We Are Looking For

• Four-year college degree in Adult Education or related field, or equivalent work experience

• Master’s degree in a related field preferred

• Minimum of four years’ 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 feedback

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

• Experience in project management, including coordinating resources across teams and delivering projects on time

• Experience in conflict resolution, negotiation, and team or consensus building

• Proficiency in MS Office, flowcharting, and project management software preferred

Why This Role

• Leadership role overseeing training delivery across multiple sites

• Direct impact on employee readiness and performance outcomes

• Opportunity to work closely with operations, workforce management, and client services

• Involvement in training strategy, planning, and execution across the organization

• On-site leadership role within a large-scale contact center environment