Job Description Strategic Planning Develop and execute a comprehensive learning and development strategy aligned with business objectives and call center performance goals. Analyze trends, performance data, and industry benchmarks to identify training needs and recommend innovative solutions. Program Design & Delivery Design and oversee training programs, including onboarding, leadership development, customer service training, and upskilling for call center agents. Leverage modern learning technologies such as e-learning platforms, microlearning, and blended learning approaches to ensure training effectiveness. Ensure training materials are updated, relevant, and engaging, focusing on soft skills, product knowledge, and process improvements. Team Leadership Lead, mentor, and develop a team of training specialists, instructional designers, and facilitators. Foster a collaborative and high-performing team environment, ensuring alignment with organizational goals. Stakeholder Collaboration Partner with operations, HR, quality assurance, and leadership teams to identify skill gaps and create targeted training initiatives. Act as a trusted advisor to senior leadership, providing recommendations on talent development strategies. Performance Measurement Develop metrics to measure the effectiveness of training programs and their impact on employee performance and business outcomes. Continuously evaluate and improve training initiatives based on feedback and performance results. Compliance & Standards Ensure all training programs meet legal, regulatory, and organizational compliance requirements. Maintain training documentation and certifications for audit readiness. Qualifications & Skills Education & Experience Bachelor's degree in Human Resources, Organizational Development, Education, or a related field (Master's degree preferred). Minimum 8-10 years of experience in learning and development, with at least 5 years in a leadership role, preferably in a call center or customer service environment. Key Competencies Strong leadership and team management skills. Excellent communication and interpersonal skills. Expertise in instructional design, adult learning principles, and training methodologies. Proficiency in learning management systems (LMS) and other training technologies. Analytical mindset with the ability to interpret data and translate it into actionable insights. Change management and project management skills.
