Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Director - Voice/ Training
Job Description:

Job Summary:

The Director - Training (Contact Center Operations) will be a strategic leader responsible for developing, implementing, and overseeing all training initiatives for our dynamic and growing contact centre. This role involves leading a team of training professionals to design and deliver impactful learning programs that enhance agent performance, ensure quality service delivery, improve customer satisfaction, and support overall business objectives.



The ideal candidate will be a seasoned training professional with deep expertise in contact centre environments and a passion for fostering a culture of continuous learning and development.

Key Responsibilities:

Training Strategy & Leadership:
- Develop, implement, and refine the comprehensive training strategy for all aspects of contact centre operations, aligning with overall business goals.
- Lead, mentor, coach, and manage a team of trainers, instructional designers, and training coordinators, fostering a high-performance culture.
- Oversee the end-to-end lifecycle of training programs, from needs analysis and design to delivery, evaluation, and continuous improvement.
- Establish and monitor key training metrics and KPIs (e.g., Kirkpatrick levels, CSAT, FCR, AHT improvements, sales conversion, compliance adherence, nesting success rates) to measure effectiveness and ROI.

Program Design & Delivery:
- Spearhead the design and development of engaging and effective training programs, including current hire onboa

📌 Director - Voice/ Training (Bengaluru)
🏢 Sagility
📍 Bengaluru