Director - Training

Centum

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 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.