Senior Training Lead
Core
Own training governance for Operations and Member Experience, ensuring BPO partners deliver high-quality training for new hire agents.
Role type
Senior Training Lead (BPO Operations)
Builds
Training programs and governance frameworks for BPO partner sites
Domain
Financial Technology / Contact Center Operations
Required skills
Training program design, BPO partner management, trainer certification, data analysis, stakeholder influence, classroom facilitation
Preferred skills
Financial services experience, regulated environment experience
Technologies
N/A
Responsibilities
Guide BPO master trainers, travel to partner sites to train in the room, own trainer effectiveness and calibration, hold BPO partners accountable via scorecards and governance, measure graduation rates and performance metrics, partner with internal teams on launches
Seniority
Senior, hands-on IC with management responsibilities