Job Description

Roles & Responsibilities

Strategic Planning: Build the annual training roadmap and oversee the preparation of comprehensive teaching plans across multiple accounts or departments.

• Team Leadership: Direct and mentor L&D Specialists, overseeing their production of instructional materials, aids, and manuals while monitoring the quality of their results.

• Stakeholder & Client Alignment: Ensure all training initiatives are strictly aligned with Client programs and internal company procedures, acting as the primary point of contact for client calibration.

• Operational Oversight: Manage the delivery of training courses and orientation sessions, ensuring new hires are seamlessly acclimated to the business culture and requirements.

• Effectiveness & ROI: Design and implement frameworks to assess training effectiveness, ensuring the incorporation of taught skills into employee work behavior and measuring the business impact.

• Program Evaluation & Innovation: Periodically evaluate ongoing programs to reflect industry changes and integrate new trends and tools in employee development into the curriculum.

• Compliance & Safety: Take personal responsibility for ensuring the entire training team understands and complies with company and client Health, Safety, and Security protocols.

Desired Candidate Profile

Education: College degree in HR Management, Organizational Psychology, or a relevant field (highly preferred).

• Certificates: TTT certificate is a must.

• Language Proficiency:

• Advanced level of English (at least C1) both verbal and written.

• Additional EU Language is a significant plus.

• Experience Target:

• Minimum of 3 5 years in a Learning & Development role, with at least 1 2 years in a supervisory or management capacity within the customer service or BPO industry.

Managerial Skills & Knowledge

• Analytical Thinking & Pressure: Ability to analyze departmental performance metrics and maintain flexibility while working under high-pressure deadlines.

• Advanced Communication: Excellent facilitation, influencing, and interpersonal skills, with the ability to interact positively and authoritatively with staff and leadership at all levels.

• Leadership & Motivation: Strong ability to drive employee motivation and lead a people-oriented team culture.

• Structured Management: A highly structured way of working, demonstrating reliability and the ability to perform duties with minimal supervision while managing a team.

• Service Orientation: Maintaining a strong customer and service orientation to meet the demanding requirements of hiring managers and clients.

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