Global Head of Training & Talent Development
Training gets people ready. Talent development gets people somewhere. We need both and we need someone who owns the entire journey. THE REAL MISSION Build the strongest frontline-to-leadership talent engine in the BPO world.
- Not just onboarding.
- Not just certifications.
- Careers. Growth. Leaders. Legacy.
If people don’t see a future here, we failed. WHAT YOU OWN (FOR REAL) 1. Training Excellence (The Foundation)
- One global, uniform training standard for all new hires and all new clients
- Tech-enabled, AI-assisted, simulation-based frontline training
- Instructional design that produces job-ready graduates
- 100% graduation rate globally—by fixing systems, not lowering standards
- Direct partnership with every new client to:
- Understand training needs
- Improve their model
- Launch clean, confident, and scalable
2. Talent Development (The Multiplier) This is where most companies drop the ball. We won’t. You will build:
- Clear career paths from: Agent Senior Agent Team Lead Manager
- Leader
- Ongoing skill progression, not one-time training
- Development tracks for:
- High performers
- High potential talent
- Future leaders
People should know exactly what it takes to grow here. 3. Leadership Development
- Train leaders to coach, not micromanage
- Build leadership programs that focus on:
- Feedback
- Emotional intelligence
- Accountability
- Ownership
- Create a pipeline so we promote from within by default
If we’re hiring leaders externally too often, we’re doing it wrong. 4. Performance + Potential = Opportunity
- Identify top talent early using data, behavior, and performance
- Create fast-track programs for:
- High-impact agents
- Future managers
- Global leaders
- Development is earned—but opportunity is visible
5. Culture Is Trained Let’s stop pretending culture just “happens.”
- Values, behaviors, and standards are trained and reinforced
- Managers are accountable for developing people
- Learning is continuous—not event-based
If culture isn’t showing up on the floor, it’s not real. HOW WE MEASURE SUCCESS
- 100% global graduation rate
- Faster time-to-proficiency
- Higher internal promotion rates
- Lower regretted attrition
- Strong leadership bench across all sites
- Clients who feel stability, not chaos
WHO THIS ROLE IS FOR
- You’ve built global training AND talent development systems
- You understand instructional design and human behavior
- You’ve scaled leadership pipelines in complex environments
- You believe people development is the business strategy
- You execute. You don’t over-theorize.
FINAL WORD This role shapes:
- How people start
- How they grow
- How they lead
- How long they stay
That’s not HR. That’s enterprise leverage. If you want to build talent, culture, and performance at scale— this is your seat. We’re hiring. Apply now! About ContactPoint360 If you want to be the next CEO… we’re not joking. Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset. ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles. If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home. Our Purpose: Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life. Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ Apply tot his job Apply To this Job