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
  

• 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