Onsite Learning & Development Director

The Regional Director - Learning & Development is responsible for overseeing the performance, growth, and strategic direction of multiple BPO sites or regions. This individual will ensure learning and development excellence, client satisfaction, and learner engagement/success while driving profitability and continuous improvement across all accounts within the assigned sites.

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Strategic Leadership:
• Develop and execute regional strategies aligned with corporate/program goals.
• Lead cross-functional teams to achieve learning and development, financial, and client objectives.
• Identify and capitalize on growth opportunities within the region.
• Operational Excellence:
• Oversee day-to-day L&D outcome success across multiple sites or lines of businesses.
• Ensure adherence to SLAs, KPIs, and compliance standards both in and outside of the classroom.
• Implement best practices and continuous improvement initiatives for all lines of businesses.
• Client Relationship Management:
• Serve as the senior point of contact for key clients in the region.
• Foster strong client partnerships and ensure high levels of satisfaction.
• Lead client business reviews and support contract renewals and expansions to represent L&D with the programs.
• Financial Management:
• Drive cost optimization and revenue growth.
• Monitor financial performance and implement corrective actions as needed.
• Manage all attrition efforts to meet the expectations of the programs.
• People Leadership:
• Lead, mentor, and develop managers and supervisors.
• Promote a culture of accountability, engagement, and high performance.
• Champion team synergy, motivation, and initiatives for the department.
• Risk & Compliance:
• Ensure compliance with legal, regulatory, and client-specific requirements.
• Proactively manage risks and implement mitigation strategies.

• Bachelor's degree in Business Administration, Operations Management, or related field (Master's preferred).
• 10+ years of progressive leadership experience in BPO or contact center operations.
• Proven track record of managing multi-site operations and large teams.
• Strong financial acumen and experience managing P&L.
• Excellent client-facing and communication skills.
• Ability to travel regionally as required.
• Lean Six Sigma certification or experience with process improvement methodologies preferred.
• Experience with digital transformation and automation in BPO environments.
• Multilingual capabilities are a plus.