Head Of Learning And Training (Call Centre-Bpo)

Head of Learning and Training (Call Centre-BPO)

Location: Johannesburg / Cape Town

Our client is a leading BPO Call Centre and is seeking an experienced Head of Learning (Operational Training Lead) to drive excellence in training delivery, enhance trainer effectiveness, and improve learning outcomes across client programs.

This role will focus on upskilling trainers, refining training methodologies, and ensuring that training programs contribute directly to operational performance and client satisfaction.

Key Responsibilities:

1. Develop and implement training programs designed to improve agent performance and reduce ramp-up time.
2. Lead, mentor, and develop a team of trainers across multiple client accounts.
3. Utilize data analytics to assess training effectiveness and drive continuous improvement.
4. Collaborate with operations, quality, and client services teams to align training with business goals.
5. Present regular reports on training effectiveness, trainer performance, and business impact to senior leadership and clients.
6. Introduce and optimize AI-driven learning tools and digital training solutions.

Requirements:

1. Bachelor's degree in Learning & Development, Business, HR or a related field (preferred).
2. A minimum of 7 years' experience in training and development within the BPO sector, including at least 3 years in a leadership role.
3. Strong expertise in operational training, trainer development, and learning impact measurement.
4. Experience with data-driven training methodologies and e-learning platforms.
5. Excellent leadership, coaching, and stakeholder management skills.

This is an excellent opportunity for a resilient and forward-thinking training leader who thrives in a fast-paced, high-pressure environment.

The ideal candidate is proactive, energetic, and innovative, ready to take on challenges in an ever-growing, dynamic organization.

If you have the grit and passion to drive excellence in training, we want to hear from you!

Our client is an equal-opportunity employer and welcomes applications from individuals of all backgrounds.

If you think you're a fit, please apply!

Please include "Head LD" in the subject line. Please submit your application to:

Deadline for submissions: Friday, 11th April

Seniority level: Director

Employment type: Full-time

Job function: Human Resources

Industries: Human Resources Services