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Learning & Development Manager Job Calltronix
Teaching Jobs. Calltronix Contact & Training Centre
Position Objective:
To lead and oversee the end-to-end capacity building function within Operations, ensuring that all team members—including CSEs, Account Managers, Quality Assurance Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge, tools, and skills required tperform their roles effectively. This includes designing, delivering, and evaluating onboarding, refresher, system, and process-related trainings, in alignment with organizational goals and continuous improvement needs.
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Specialized Duties
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 tany 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 tidentify performance gaps and translate these intactionable training programs.
- Supervise and mentor Trainers tensure 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 tthe Head of Operations.
- Evaluate training sessions through feedback surveys, performance trends, and post- training assessments tensure effectiveness.
- Collaborate with HR in supporting career development, succession planning, and performance improvement initiatives.
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.
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.
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How to Apply
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