Senior Training Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of training execution across various lines of business, ensuring that BPO trainers deliver programs and content as required.

• Guarantee that agents receive adequate support during new hire training and complete their training on schedule.

• Direct BPO master trainer contractors to promote training excellence.

• Travel to partner locations to facilitate new hire classes, conduct Train-the-Trainer sessions, and engage in co-facilitation.

• Manage trainer effectiveness comprehensively, including certification, recertification, calibration, observation, coaching, and decisions regarding teaching clearance.

• Develop training-delivery scorecards and establish governance rhythms in collaboration with partner training leadership.

• Present performance data during business reviews and implement corrective action plans.

• Assess graduation rates, nesting performance, speed to proficiency, trainer certification rates, and early-tenure quality and performance.

• Collaborate with Learning, Content, Quality, Workforce Management, Partner Operations, and LOB Operations.

• Identify training gaps and assist in redefining training standards.

⛳️ Requirements

• A minimum of 7 years in training, learning, or talent development within a contact center, BPO, or similar high-volume service environment.

• Hands-on experience facilitating new hire classes for frontline agents.

• Proven track record in managing outsourced or BPO partners and ensuring accountability for outcomes.

• Proficiency in developing performance metrics, governance frameworks, scorecards, and corrective action strategies.

• Experience in establishing training governance, including certification and train-the-trainer programs, facilitation standards, observation and coaching models, and related documentation.

• Strong coaching abilities with fellow trainers.

• Capability to differentiate between content, facilitation, and operational issues.

• Competence in evaluating program effectiveness, detecting trends across sites and vendors, and converting insights into business requirements and decisions.

• Ability to influence internal stakeholders and external partners at all levels.

• Willingness to travel domestically and internationally approximately 30–40% of the time.

• Experience in financial services, fintech, or another regulated sector is advantageous.

🏝️ Benefits

• Full-time employees may qualify for bonuses, competitive equity, and benefits.

• The program is fully remote for eligible employees.

• Backup child, elder, and pet care services are available.

• Subsidized commuter benefits for eligible employees.

• Comprehensive health, financial, and wellbeing benefits provided.

• Generous vacation policy along with company-wide paid days off.

• 1% of time off is allocated to support local community organizations.

• Annual wellness stipend offered.

• Up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.

• Family planning reimbursement available.

• Team and company-wide events organized depending on location.