Director - Learning & Development - Online/Internet

My Client is looking for a rock star Director, Learning & Development to join a growing team in Bangalore. If you are results driven, can thrive in a fast paced environment and love working with people - please read on!

Description :

- The Director of Learning & Development will lead a team of Call Center Training Team and be responsible for developing and directing all of the organizations key learning and development processes. This person will have extensive business knowledge with comprehensive understanding of the organization and functional area.

- Will be the primary driver leading design and development efforts for core training and new training programs designed to advance and elevate the functional business knowledge of our Contact Center agents.

- Will own and drive the Call Center's learning approach; ensuring quality and consistency in learning are delivered to our agents; Design, develop, and lead innovative learning development solutions that address the training, development, and engagement needs of functions across the Contact Center.

- Utilizing high level project management, facilitation, communication and instructional design expertise, you would deliver relevant, effective learning solutions that produce desired results.

- Develop and manage the L&D budget. Forecast current and future training needs and collaborate with key stakeholders to enhance the customer experience and resolution rate of the Customer Care Center.

- Evaluate the effectiveness of learning and development solutions and programs, measure the business impact and return on investment, recommend and lead implementation of improvements.

- Identify, analyze and document Customer Service deficiencies and recommend viable solutions. Oversee the measurement of key outcomes and transfer of learnings back into the business

- Promote consistency, advocacy and transfer of knowledge and skills.

- Collaborate with key stakeholders to identify opportunities for improvement and innovations including content, training metrics and reporting. Will be responsible for delivering get leadership training within the organization. Provide train-the-trainer coaching to improve all training delivery

- Revamp entire learning and development strategy to align with culture initiative.

- Should have an understanding of e-learning techniques and able to host eLMS sessions for large scale of employees.

- Someone who believes in continuous improvement of the training staff through proper mentoring/investment.

Desired Skills and Experience :

- Hands on experience in contact center learning and development. Build effective teams and experience in handling large teams

- Good communicator, able to present with credibility and authority

- 12+ years of experience in L&D. Master's Degree and certification on training is a must.

- Prior Leadership experience

- Must be flexible in order to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and plan, organize and carry out multiple, detailed tasks

- Preferably someone who has run ops teams in Contact centers or Customer service focused organizations.