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Job Position: Learning & Development Manager – Contact Centre

REFNO: L&D-CC-08_12_2020

Job Description

We are looking for a Learning and Development (L&D) Manager to help our employees advance their skills and knowledge.

In this role, you should be passionate about helping people learn and grow. Excellent communication skills are essential. If you also have experience designing e-learning courses and managing budgets, we’d like to meet you.

Ultimately, you will help our company succeed by training and developing its people.

L&D HOD will be in charge of the day-to-day management of the Training and Quality department


  • Creating training programs that are aligned with the organizations’ objectives and having a strong understanding of what these are
  • Acting as the go to within the business for anyone with questions or queries regarding training and development plans
  • Working closely with various leaders across the organization and having a full understanding of their units and training requirements 
  • Embracing different styles of training techniques, including e-learning, tutorial sessions or coaching
  • Having an awareness of the allocated budget and an ability to find solutions in order to implement the required training
  • Daily, Weekly, Monthly, Quarterly and Yearly Training, Quality and Learning Development Reports
  • Run strategic meetings outlining glide paths, targets and value addition in line with Client and Calltronix expectations
  • Create content for orientation, working closely with department heads to generate content
  • Review and refine current scripts when required
  • Script Content – Come up with dynamic scripts for the various operations processes including but not limited to customer service, sales, Debt collection (whenever required)
  • Create interview content and forms with relevant questions & evaluation criteria
  • Building relationships with 3rd party training providers
  • Designing staple curriculums for all employees (i.e., values)
  • Create and execute learning strategies and programs
  • Evaluate individual and organizational development needs
  • Implement various learning methods companywide (e.g., coaching, job-shadowing, online training)
  • Design and deliver e-learning courses, workshops and other trainings
  • Assess the success of development plans and help employees make the most of learning opportunities
  • Help managers develop their team members through career pathing
  • Track budgets and negotiate contracts
  • Hire and oversee training and L&D Specialists


  • Must have a training or quality certification relating to Contact Centre from a recognized certified institution
  • Management, development and talent training
  • Designing and supplying a variety of training styles
  • Building relationships with external suppliers
  • Managing budgets 
  • Managing people
  • Qualified to degree, CIPD or CTP level, or equivalent
  • Confident in both written and spoken communication with the ability to present to large audiences
  • Organizational skills
  • Proven experience as an L&D Manager, Training Manageror similar
  • Current knowledge of effective learning and development methods
  • Familiarity with e-learning platforms and practices
  • Experience in project management and budgeting
  • Proficient in MS Office and Learning Management Systems (LMS)
  • Excellent communication and negotiation skills; sharp business acumen
  • Ability to build rapport with employees and vendors

How to Apply

If this sounds like you, send us your CV to:

Application Deadline: 5th January 2021

Include your salary expectation on the one-page cover letter.

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