Associate Director - Contact Center Training

Innoquest is looking for strategic leader responsible for developing, implementing, and overseeing all training initiatives in the role of an Associate Director for our prestigious clients in healthcare domain.

Mandatory Ask :

- Has experience in "Business/ Process Training" for Voice Contact Center Operations.

- US health care contact centre experience is preferable , Voice contact centre training experience is

- Someone who knows how Swar and Versant operates is a must.

Required Qualifications & Experience:

- Bachelor's degree.

- Minimum of 10-12 years of progressive experience in training and development.

- At least 5-7 years in a significant training leadership role, specifically managing the training function within a large-scale BPO / contact centre environment.

- Proven track record of designing, implementing, and evaluating successful end-to-end training programs that demonstrably improved contact centre performance.

- Strong understanding of Voice based platforms like Versant and Swar.

- Strong experience in leading, mentoring, and developing a team of training professionals (trainers, instructional designers).

- In-depth understanding of contact centre operations, key performance indicators (KPIs), processes, and technologies (e.g., CRM, ACD, WFM, QA tools).

- Demonstrable experience with various training methodologies, adult learning principles, and instructional design concepts.

- Professional training certifications (e.g., CPLP, CPTM, ATD certifications, COPC Registered Coordinator).

- Experience in training for both voice and non-voice (e.g., chat, email, social media) contact centre processes.

- Experience managing training for Voice based international contact centres.

- Demonstrated experience in leveraging data analytics to drive training improvements and showcase ROI.