Learning Development Director

Job Description

Strategic Planning

• Develop and execute a comprehensive learning and development strategy aligned with business objectives and call center performance goals.
• Analyze trends, performance data, and industry benchmarks to identify training needs and recommend innovative solutions.
  
  

• Design and oversee training programs, including onboarding, leadership development, customer service training, and upskilling for call center agents.
• Leverage modern learning technologies such as e-learning platforms, microlearning, and blended learning approaches to ensure training effectiveness.
• Ensure training materials are updated, relevant, and engaging, focusing on soft skills, product knowledge, and process improvements.
  
  

• Lead, mentor, and develop a team of training specialists, instructional designers, and facilitators.
• Foster a collaborative and high-performing team environment, ensuring alignment with organizational goals.
  
  

• Partner with operations, HR, quality assurance, and leadership teams to identify skill gaps and create targeted training initiatives.
• Act as a trusted advisor to senior leadership, providing recommendations on talent development strategies.
  
  

• Develop metrics to measure the effectiveness of training programs and their impact on employee performance and business outcomes.
• Continuously evaluate and improve training initiatives based on feedback and performance results.
  
  

• Ensure all training programs meet legal, regulatory, and organizational compliance requirements.
• Maintain training documentation and certifications for audit readiness.
  
  

• Bachelor’s degree in Human Resources, Organizational Development, Education, or a related field (Master’s degree preferred).
• Minimum 8-10 years of experience in learning and development, with at least 5 years in a leadership role, preferably in a call center or customer service environment.
  
  

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Expertise in instructional design, adult learning principles, and training methodologies.
• Proficiency in learning management systems (LMS) and other training technologies.
• Analytical mindset with the ability to interpret data and translate it into actionable insights.
• Change management and project management skills.