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 0–30-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,
• including 30-60-90 days 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 (30-60-90 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 it’s 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.

• 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

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