L&D Manager

Are you a dynamic, people-first leader passionate about performance and coaching in a high-paced call centre environment? Do you have a knack for designing impactful training programs and developing teams to exceed KPIs and customer satisfaction?

We are a leading recruitment partner working with a high-growth, customer-centric organisation to identify a Learning & Development Manager to lead L&D strategy within their busy contact centre operations.

As the L&D Call Centre Manager, you will be responsible for:

• Designing and delivering training programs that align with business goals and compliance standards.

• Leading onboarding, skills development, and leadership training across the call centre.

• Driving performance improvement initiatives through coaching, feedback, and quality assurance insights.

• Partnering with operations, HR, and senior leadership to shape the employee learning journey.

• Managing a small team of trainers/coaches and overseeing LMS tools and E-learning resources.

• Proven experience in L&D within a call centre/contact centre environment (essential).

• Strong leadership and stakeholder management skills.

• Expertise in training design, delivery, and evaluation methodologies.

• Comfortable working in fast-paced, metrics-driven environments.

• Ability to inspire and develop others - a true coach and mentor at heart.

• Join a forward-thinking organisation with a strong focus on employee development.

• Autonomy to innovate and make a tangible impact on performance and culture.

• Clear path for career progression in a growing business.

• Collaborative, inclusive team culture with strong values.

*Rates depend on experience and client requirements