Head of Training

Job Description

Job Title: Training Head – BPO (Collections Process)Location: ThaneExperience Required: Minimum 8 yearsEmployment Type: Full-timeAbout the Role:We are seeking an experienced Training Head to lead the learning and development initiatives for our collections process within a BPO environment. The ideal candidate will have a strong background in training design, delivery, and evaluation—specifically within collections or voice-based customer service.Key Responsibilities:Design, implement, and manage end-to-end training programs for new hires and ongoing skill development for the collections process.Work closely with operations, quality, and compliance teams to ensure training aligns with business goals and regulatory standards.Conduct training needs assessments and analyse performance gaps.Monitor training effectiveness through KPIs, feedback, and performance metrics.Mentor and manage a team of trainers and ensure consistency in training delivery.Stay updated on industry best practices and continuously enhance training methodologies.Qualifications:Minimum 8 years of experience in training, with at least 3 years in a managerial or lead training role.Prior experience in BPO collections or a similar high-performance contact centre environment is a must.Strong understanding of adult learning principles and training delivery techniques.Excellent communication, leadership, and interpersonal skills.Ability to manage multiple priorities and stakeholders.Nice to Have:Certification in training/facilitation (e.g., Dale Carnegie, ASTD, etc.)Exposure to e-learning tools or LMS platforms.Experience with global clients or offshore processes. Interested candidates can share resume directly on saloni@digifocal.in