Associate Training Director – Pre-Process, Language, and Communications Training

Job Summary:

We are looking for a strong-willed yet humble leader to join our team as Associate Training Director for Pre-Process, Language, and Communications Training. This role is critical in shaping the communication capabilities of our workforce, ensuring both new hires and tenured employees are equipped to deliver exceptional customer experiences.

The ideal candidate is analytical, creative, emotionally resilient, and thrives in a fast-paced, ever-evolving environment.  Demonstrate humility and a growth mindset, remain open to learning from others and letting go of outdated practices to stay aligned with current business needs.

Key Responsibilities:

• Lead the design and delivery of pre-process, language, and communication training programs.
• Manage a team of Voice Coaches who also facilitate Pre-Process Training.
• Analyze performance data with patience and precision to identify trends, gaps, and opportunities.
• Develop innovative, engaging training strategies that drive communication excellence and business results.
• Collaborate with cross-functional teams including Talent Acquisition, Operations, and Quality to align training with organizational goals.
• Manage and mentor training teams, ensuring consistent delivery and professional growth.
• Provide coaching and feedback to trainers and trainees, maintaining a high standard of communication performance.
• Stay composed and constructive during challenging conversations and feedback sessions.
• Remain flexible and responsive to shifting priorities and evolving business needs.

Qualifications

Qualifications:

• Bachelor’s degree in communication, Education, Linguistics, or a related field (or equivalent experience).
• Minimum of 4 years of BPO experience in a leadership or people management role.
• Proven experience in voice, language, or communication training, preferably in a BPO or customer service environment.
• Strong analytical skills with a patient, methodical approach to data interpretation.
• Highly creative in developing training solutions and learning experiences.
• Emotionally resilient, able to handle pressure and tough conversations with professionalism.
• Humble and open-minded, willing to learn from others and unlearn practices that no longer serve the current environment.
• Flexible and adaptable, thriving in dynamic, fast-paced settings.
• Excellent interpersonal and communication skills, with the ability to lead, influence, and inspire.
• Familiarity with call monitoring tools, learning platforms, and coaching frameworks is a plus.