Director of Learning and Development

Job description

**About the Company** TTEC (NASDAQ: TTEC) helps the world's leading brands deliver exceptional customer experiences through a combination of technology, innovation, and human connection. Since 1982, we've partnered with organizations across industries to build meaningful customer interactions at scale. At TTEC, we are committed to fostering an inclusive workplace where every employee feels valued, respected, and empowered to bring their authentic self to work. **About the Role** As a Director, Learning & Development working onsite in Mohali, India, you'll be part of creating and delivering world-class learning experiences that enable employee growth, operational excellence, and business success. Join a company recognized globally for its people-first culture and commitment to development. **Responsibilities** - Lead the planning, development, and execution of client-specific training and learning programs. - Serve as the primary point of contact for all training-related initiatives and escalations for assigned accounts. - Partner with Operations, Talent Acquisition, Workforce Management, and Human Capital teams to support successful program launches and ramp plans. - Design and implement blended learning strategies that drive employee readiness, engagement, and performance. - Collaborate with business leaders to identify capability gaps and develop targeted learning solutions. - Monitor training effectiveness, new hire performance, and training attrition to identify trends and implement improvement plans. - Lead and develop a team of Training Managers, Learning Specialists, and Trainers across multiple programs. - Ensure learning programs align with operational KPIs and client expectations. - Build strong relationships with internal and external stakeholders through data-driven insights and consultative partnership. - Drive innovation through modern learning methodologies, technology-enabled learning, and leadership development initiatives. **Qualifications** - Bachelor's degree required; Master's degree preferred. **Required Skills** - 15+ years of progressive Learning & Development leadership experience in a BPO, Contact Center, GCC, or customer experience environment. - Proven experience leading large-scale learning organizations and managing multi-site training teams. - Strong expertise in adult learning principles, instructional design, facilitation, coaching, and leadership development. - Demonstrated success partnering with senior business leaders and clients to deliver measurable business outcomes. - Deep understanding of operational and customer experience metrics, including: AHT (Average Handle Time) CSAT (Customer Satisfaction) NPS (Net Promoter Score) FCR (First Contact Resolution) Quality Scores Productivity & Utilization Employee Retention and Attrition - Strong analytical, problem-solving, and project management capabilities. - Exceptional communication, presentation, and stakeholder management skills. **Preferred Skills** - Experience in a fast-growing, customer-centric organization. **Equal Opportunity Statement** At TTEC, we are committed to fostering an inclusive workplace where every employee feels valued, respected, and empowered to bring their authentic self to work.