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.
- Advanced level of English (at least C1) both verbal and written.
- Additional EU Language is a significant plus.
- 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.
