We are hiring on behalf of a leading digital business services and technology company, providing customer experience management, business process outsourcing and digital transformation solutions to organisations across diverse industries.
We are seeking an experienced, highly motivated and strategic leader to provide overall leadership and oversight of the organization’s training, learning and development function within a contact centre environment. The role will drive training strategy, curriculum development, workforce capability building and the delivery of high-impact learning programmes aligned with business objectives, client requirements and operational excellence across contact centre operations in Kenya and other SSA geographies.
Key Responsibilities
Strategic Leadership
- Develop and implement the organisation's learning and development strategy across all contact centre operations and operating markets, ensuring alignment with business objectives, client requirements and operational priorities.
- Provide strategic leadership in identifying current and emerging skills requirements within the contact centre industry, including customer experience, digital engagement, product knowledge, call handling, sales and service delivery.
- Advise Executive Management on training strategy, workforce capability development, operational performance improvement and opportunities to strengthen service delivery.
- Drive a continuous learning culture that enhances agent productivity, customer experience, service quality and employee performance.
- Establish standardised training frameworks, delivery methodologies and performance measurement tools to ensure consistency in training quality across all contact centre locations and client accounts.
- Anticipate changes in client requirements, products, technology and industry practices, ensuring training programmes remain relevant and responsive to evolving operational needs.
Training Operations & Quality Assurance
- Facilitate structured onboarding and training for weekly new hire batches to ensure operational readiness before deployment.
- Conduct regular refresher training for existing employees to reinforce product knowledge, process compliance, service standards and client-specific requirements.
- Assess training effectiveness through knowledge assessments, performance monitoring and feedback, identifying and addressing competency gaps.
- Establish and maintain quality assurance frameworks to ensure excellence in program delivery.
Learning Design & Innovation
- Develop and deliver structured product, process and client-specific training programmes within a contact centre environment, catering for weekly new hire batches and periodic refresher training.
- Drive continuous improvement through research, training needs analysis and evaluation of learning effectiveness to enhance employee competencies and operational performance.
- Develop training content and learning materials aligned with client-specific service standards, product specifications, operational procedures and regulatory requirements.
- Leverage quality assurance reports, call monitoring results and customer feedback to identify knowledge gaps and develop targeted learning interventions.
Financial Stewardship
- Lead the development and management of training budgets and financial plans.
- Ensure prudent resource allocation, cost efficiency, accountability and optimal utilization of resources.
People Leadership
- Build, lead and develop high-performing training teams across contact centre operations in the operating countries, ensuring effective delivery of training programmes across client accounts and business units.
- Foster a culture of excellence, accountability, collaboration and continuous professional development among trainers, team leaders and operational teams.
- Strengthen organisational capacity through effective talent management, trainer development, performance management and succession planning.
- Provide coaching, mentorship and technical guidance to training teams to enhance training delivery, instructional effectiveness and learner outcomes.
- Ensure adequate training capacity to support operational growth, new client acquisitions, weekly new hire onboarding and ongoing employee development.
Minimum Requirements
- Master’s degree in education, Human Resource Management, Business Administration, Organizational Development or a related field.
- Minimum of twelve (12) years' relevant experience.
- At least five (5) years' experience in a senior leadership role within training, learning and development, education or workforce development.
- Strong knowledge of competency-based training, curriculum development and training evaluation.
- Relevant professional certifications will be an added advantage.
