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

ContactPoint360

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Global Head of Training & Talent Development