To lead and oversee the end-to-end capacity building function within Operations, ensuring that all team members—including CSEs, Account Managers, Quality Assurance Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge, tools, and skills required tperform their roles effectively. This includes designing, delivering, and evaluating onboarding, refresher, system, and process-related trainings, in alignment with organizational goals and continuous improvement needs.

Specialized Duties

Lead the strategic planning and execution of capacity-building initiatives for all operational staff:

Customer Service Executives (CSEs)

Account Managers (AMs)

Quality Assurance Officers (QAs)

Trainers

Service Delivery Managers (SDMs)

Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.

Develop and implement refresher training modules based on performance reviews,

QA feedback, and evolving campaign needs.

Design and execute training programs related tany new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.

Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.

Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.

Collaborate with the QA and Service Delivery teams tidentify performance gaps and translate these intactionable training programs.

Supervise and mentor Trainers tensure consistent delivery quality, proper documentation, and training effectiveness.

Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.

Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.

Administrative Duties

Propose and manage annual, quarterly, and monthly plans and KPIs, aligned with operational priorities and performance objectives.

Maintain detailed records of all training sessions, attendance, assessments, and improvement actions.

Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.

Ensure activities are aligned with client SLAs, internal SOPs, and compliance standards.

Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) tensure timely roll-out of learning initiatives related tnew projects or client implementations.

Continuously benchmark and incorporate industry best practices in contact center learning and development.

Recruitment Criteria

Required Experience:

Minimum 4 years in Learning Development, Training Management, or Capability

Building, preferably in a contact center or high-volume customer service environment.

Proven experience in training design, delivery, and team leadership.

Required Education:

Bachelor’s degree in Education, Human Resources, Organizational Development, Communication, or a related field.

Professional certifications in (e.g., CIPD, ATD) are a strong advantage.

Required Skills:

Strong instructional design and facilitation skills

Excellent communication and interpersonal abilities

Strong organizational, planning, and reporting skills

Proficiency in MS Office, LMS platforms, and e-learning tools