Job Title: Director – Training
Responsible for developing and overseeing training
strategies, identifying organisational learning needs, and leading the training
team to support employee and organisational development. Requires a degree in
Human Resource Management, Education, Business Administration, or a related
field. This is a full-time, on-site position based in Nairobi,
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.
Qualifications
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.
