Position Objective
Lead end-to-end capacity building within Operations by designing, delivering, and evaluating training programs (onboarding, refresher, system, and process-related) to equip all operational staff with the skills needed to perform effectively in alignment with organizational goals.
Key Responsibilities
Plan and execute capacity-building initiatives for CSEs, Account Managers, QA Officers, Trainers, and Service Delivery Managers
Design onboarding, refresher, campaign, process, and CRM-related training programs
Collaborate with QA, Service Delivery, and HR to identify performance gaps and develop targeted learning interventions
Supervise and mentor Trainers; maintain training material repositories
Implement blended learning approaches and conduct Training Needs Analysis and impact assessments
Manage L&D plans, KPIs, reporting, and compliance with SLAs and SOPs
Coordinate with cross-functional teams and incorporate industry best practices
Requirements
Experience: Minimum 4 years in L&D, Training Management, or Capability Building, preferably in a contact centre environment; proven experience in training design, delivery, and team leadership
Education: Bachelor's degree in Education, HR, Organizational Development, Communication, or related field; L&D certifications (CIPD, ATD) advantageous
Skills: Instructional design, facilitation, communication, organization, planning, reporting; proficiency in MS Office, LMS, and e-learning tools; strategic thinking and cross-functional collaboration