Training Director | CLS | Retail | Alexandria, Egypt

1. POSITION SUMMARY
What is the main purpose of this position Why does it exist

The CLS program training Leader role partners with the business & functional owners to 
establish and execute strategic training methodologies that drive business performance. The 
role is responsible for the training and development operations for all programs & client in 
assigned in the vertical; Manage training resources to meet Sutherland and Client KPI 
targets; Hire-train-develop a team of Training Manager and Training Specialists; Ensure 
supervision and trainee development in classroom and nesting effective execution of New 
Hire Training Nesting and 030-day processes compliance to all CLS mandated tools 
templates formats and reporting guidelines; Maintain budgetary compliance HC and 
ratios and own the VTF program in the programs assigned under a vertical.

• - Plan project manage and ensure execution of training delivery (New 
• Hire Ongoing) for clients. Ensure ramp plan is in place updated 
• executed. Trainer and Training Room assignments are locked for each 
• class.
• - Observe classes Nesting & Bottom Quartile Management delivery and 
• lead coaching sessions for the group. Ensure effective Training Delivery 
• takes place and Trainers are observed given feedback and coached on 
• facilitation and classroom management effectiveness.
• - Assess maintains and ensure Training Curriculum is updated based on 
• Client Needs and Program performance
• - Ensures that trainees are empowered to provide feedback on training 
• experience and employee welfare through Daily Training Pulse 
• Training Reaction Quotient FGD and open communication with 
• Trainer Training Manager and Site Leaders.
• - Ensures the tracking & assessment of the key performance indicators 
• includingdays performance post nesting for each wave.
• - Ensure Training Curriculum is updated with latest call flow call drivers and call samples. Assess and ensures activities exercises and modifications are aligned with the Account needs and updates.
• - Ensure New Hire Consultants are getting right level of coaching 
• support and development during and post Nesting (days 
• tenure).
• - Monitor retention per class per client and execute initiatives that will 
• positively impact learner experience and welfare.
• - Forecast attrition in Training and Nesting and execute appropriate 
• retention strategies.
• - Conduct FGDs for Learners and address issues and help items raised.
• - Utilize feedback from Daily Training Pulse and Training Reaction 
• Quotient to continuously improve Training Environment and Learner Experience.

• - Ensure updated knowledge of the two key programs at the operating 
• center with self at all times.
• - Participates in weekly/bi-weekly performance calls with Enterprise 
• Managers SD & Client as required.
• - Facilitate or Participate on Needs Analysis driven by Performance 
• Improvement and/or potential growth. Ensures strategic action plans 
• based on needs analysis are executed by Training Team and other 
• business units.
• - Coach & Develop Training Managers and Trainers in their core 
• competencies.
• - Conduct Performance Reviews for Training Managers covering help 
• items New Hire Performance Training Throughput Trainer 
• Observation Training Reaction Quotient Productivity Action Plans 
• and Initiatives.
• - Establish development plans for Training Managers and ensures its in 
• place for Trainers.
• - Ensures client related billable/non-billable reports and every other 
• reporting requirements are collated audited and sent out all through 
• Analyst/Coordinator 
• - Maintain updated hiring & resource planners (TRPD) for all the 
• operating center/site.
• - Ensures consistency & compliance to all CLS mandated tools & 
• reporting guidelines (e.g. TRPD CLS Tracker Trainer Productivity etc) 
• (via Training Specialists/Managers & Coordinator).
• - Creates weekly CLS site report (4 Blocker).
• - Management of the Site Training Budget; people (VTF & Trainers 
• utilization) facilities and equipment. Drive hiring and sourcing.
• Establish and execute CLS strategies to address program challenges
• - Proactively engages and manages the operating-center service delivery 
• relationship.
• - Proactively seeks to improve Training Delivery for the site via content 
• context & curriculum analysis. Uses other acceptable 
• ISD/Improvement Methodologies as applicable.
• - Demonstrate business acumen to analyze and design solutions that 
• address performance challenges
• - Assess if need of new technology or methodology is needed to 
• enhance performance and support for new hires.
• - Maintain and understand the pulse of the Program/Site 
• - Articulate drivers and root causes enabling design of initiatives 
• working with Site Leadership and other business units.
• - Formulate initiatives to improve retention satisfaction and 
• engagement
• - Forecast CLS talent needs and develop human capital management 
• solutions answering both current and future needs
• - Partners with stakeholders to support revenue growth and demands 
• for the operating center.
• - Represents CLS in all relevant strategic and tactical forums; internal & 
• external for the operating center.
• - Partners with Service Delivery and Quality to determine needs and 
• gaps within the operating site.
• - Conducts & leads detailed gaps & needs analysis and post-training 
• assessment initiatives for the program.
• - Lead special projects or new business developments that require 
• specialized training attention.
• - Analyze and correlate Daily Training Pulse and Training Reaction 
• Quotient results with Echo Survey Attrition Trend and New Hire 
• Performance to enable formulation of initiatives to address employee 
• retention and performance issues.
• - Lead/ participate in CLS Geo-wide projects targeting process 
• improvements innovations department governance.

Qualifications :

• College Degree (Masters/MBA is a plus)
• Minimum of 7 years BPO experience with at least 4-5 years of managing Training and 
• Development business unit.
• Demonstrated ability to use MS Office applications: Excel Power Point Word and Outlook
• Excellent written and oral communication skills
• Excellent ability to build networks within and across functions through proactive 
• communication.
• Ability to maintain a high degree of confidentiality and professionalism is critical
• Strong work ethic integrity flexibility diversity customer service orientation 
• leadership/coaching skills and team building abilities are essential

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time