Training Director

About UsFull Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.Our Core Values:Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personalOur Mission: To create conditions within which people can thrive!We are seeking a strategic, data-driven Director of Training to architect and lead our global training strategy across all call center and BPO operations. In this role, you will own the entire agent and leadership learning lifecycle from new-hire onboarding and product certification to upskilling, nesting, and management development. You will partner closely with Operations, Quality Assurance (QA), Workforce Management (WFM), and Client Services to ensure training programs directly accelerate speed-to-proficiency, elevate CSAT/NPS, reduce attrition, and meet strict client Service Level Agreements (SLAs).Duties and Responsibilities:Strategic Leadership & Curriculum Architecture Design and execute a scalable, multi-client Learning & Development (L&D) roadmap aligned with company growth, client KPIs, and evolving BPO industry standards.Oversee the instructional design and continuous refinement of modular curricula covering soft skills, de-escalation, sales/retention, technical troubleshooting, compliance, and client-specific workflows.Champion modern learning methodologies, integrating microlearning, gamification, AI-driven simulation tools, and Learning Management Systems (LMS) to boost knowledge retention and engagement.Operational Execution & Performance Impact Manage the end-to-end training pipeline—including classroom delivery, virtual instructor-led training (VILT), and the "nesting" transition phase—to ensure agents hit production readiness targets on schedule.Establish and track core training KPIs, including Training Throughput, Certification Pass Rates, Speed-to-Proficiency (ramp time), 30/60/90-Day Agent Attrition, and Post-Training QA/CSAT scores.Conduct regular Training Needs Analyses (TNA) using QA calibration data, call analytics, and client feedback to identify skill gaps and deploy targeted refresher campaigns.Client Partnership & Account Growth Serve as the primary L&D executive sponsor during client pitches, RFP responses, site visits, and Quarterly Business Reviews (QBRs).Collaborate with client stakeholders during new account launches and ramp-ups to translate complex Standard Operating Procedures (SOPs) into effective training programs within tight timelines.Team Management & Budget Oversight Lead, mentor, and scale a high-performing team of Training Managers, Instructional Designers, and Corporate/Client Trainers across multiple sites or regions.Implement a rigorous Train-the-Trainer (TTT) certification program to guarantee consistent facilitation quality and brand alignment.Manage the annual L&D department budget, optimizing vendor partnerships, LMS licensing, and trainer-to-agent ratios.Qualifications:Bachelor’s degree in Human Resources, Organizational Development, Education, Business Administration, or a related field (or equivalent operational experience). 8+ years of progressive experience in Learning & Development, with at least 4+ years in a senior leadership role within a high-volume BPO, contact center, or customer experience (CX) environment. Proven track record managing training operations across diverse verticals (e.g., telecom, fintech, healthcare, e-commerce) and multiple concurrent client accounts. Hands-on experience with enterprise LMS platforms, e-learning authoring tools (e.g., Articulate 360, Captivate), and using Excel/BI dashboards to tie training metrics to operational KPIs. Familiarity with industry compliance standards such as PCI-DSS, HIPAA, GDPR, or TCPA. Understands BPO unit economics, shrinkage, billable training hours, and how learning directly impacts gross margin and client retention. Able to build trust quickly with C-suite executives, frontline agents, and demanding enterprise clients. Thrives in fast-paced environments with shifting client requirements, sudden ramp-ups, and tight launch deadlines. Uses hard data rather than intuition to diagnose performance bottlenecks and prove training ROI. Preferred:Master’s degree or professional certifications (e.g., CPLP/CPTD, PMP, Six Sigma Green/Black Belt). Experience deploying AI-powered agent assist, speech analytics, or automated roleplay simulation platforms in a contact center setting. Experience managing multi-site, nearshore, or offshore training teams.