Recruitment Criteria**

1*. Required Experience***:****

• Minimum 2-4 years in Learning & Development, Training Management, or Capability Building, preferably in a contact center or high-volume customer service environment.

• Proven experience in training design, delivery, and team leadership.

2*. Required Education:***

• Bachelor’s degree in Education, Organizational Development, Communication, or a related field.

• Professional certifications in L&D (e.g., CIPD, ATD) are a strong advantage.

3****.* Required Skills***:**

• Strong instructional design and facilitation skills

• Excellent communication and interpersonal abilities

• Strong organizational, planning, and reporting skills

• Proficiency in MS Office, LMS platforms, and e-learning tools

• Strategic thinking and the ability to translate operational needs into learning interventions

• Collaborative mindset with the ability to work across functions and levels

Lead the strategic planning and execution of capacity-building initiatives for all operational staff:

• Customer Service Executives (CSEs)**

• Account Managers (AMs)

• Quality Assurance Officers (QAs)

• Trainers

• Service Delivery Managers (SDMs)

• Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.

• Develop and implement refresher training modules based on performance reviews, QA feedback, and evolving campaign needs.

• Design and execute training programs related to any new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.

• Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.

• Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.

• Collaborate with the QA and Service Delivery teams to identify performance gaps and translate these into actionable training programs.

• Supervise and mentor Trainers to ensure consistent delivery quality, proper documentation, and training effectiveness.

• Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.

• Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.

• Conduct regular Training Needs Analysis (TNA) and Learning Impact Assessments, reporting progress and recommendations to the Head of Operations.

• Evaluate training sessions through feedback surveys, performance trends, and post-training assessments to ensure effectiveness.

• Collaborate with HR in supporting career development, succession planning, and performance improvement initiatives.

• Contribute to building a learning culture across the organization through periodic learning events, coaching sessions, and best practice sharing.

Administrative Duties****

• Propose and manage annual, quarterly, and monthly L&D plans and KPIs, aligned with operational priorities and performance objectives.

• Maintain detailed records of all training sessions, attendance, assessments, and improvement actions.

• Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.

• Ensure L&D activities are aligned with client SLAs, internal SOPs, and compliance standards.

• Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) to ensure the timely roll-out of learning initiatives related to new projects or client implementations.

• Continuously benchmark and incorporate industry best practices** in contact center learning and development.