Director, Core Training

Job Description

Maximize Your Impact with TP

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

This role involves overseeing the development, implementation, and management of core training programs aligned with clients&apos culture, communication training needs. Responsibilities include fostering individual development, defining budget requirements, and tracking training costs for both the company and clients. By creating a dynamic learning environment, this position enhances employee retention and satisfaction, contributing to the organization&aposs overall growth.

The Responsibilities & Duties

- Participating in calls with clients to understand requirements basis soft skills, language assessment and communication skills training and implement actions that meet client expectations
- Attending and represent weekly and monthly business reviews (WBR/MBR) with clients and operations for respective processes.
- Evaluating the quality of soft skills and communication training delivered using feedback tools, training quality scores, and training efficiency (conversion) scores and coordinating with functional training team with respect to the KPIs
- Ensuring complete audit coverage operator-wise as per audit plan and budgeted workforce
- Conducting audits to gauge the efficacy of testing systems and applications and continually update training materials as new products and processes are introduced.
- Leveraging AI technologies to create personalized learning paths, adaptive learning experiences, and intelligent tutoring systems. Use AI to analyse training data for actionable insights, implement AI-driven automation to streamline administrative tasks, and stay abreast of the latest AI developments to evaluate their impact on the organization&aposs training programs.
- Representing the communication training function during client pitches to showcase the organizations capabilities, achievements, and robust learning environment.
- Reviewing and redefining the end-to-end non-compliance monitoring process.

The Qualifications

- Graduate/Postgraduate from a recognized university
- Minimum 12 years of language assessment and communication Training experience in an international BPO/outsourced or Service Industry environment and at least 5 years in a leadership role
- Experience in CSAT/ NPS metric management.
- Excellent in language proficiency and communication
- Excellent client management skills, presentation abilities, and stakeholder management
- Ability to coach, develop action plans which maximize performance and provide effective feedback
- Be flexible and work creatively and analytically in a problem-solving environment

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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