Role Overview

The L&D Lead plays a strategic and hands-on role in managing training programs across the organization, ensuring frontline agents, support staff, and leaders are equipped with the skills and knowledge to perform effectively. The role focuses on onboarding, soft skills, process training, compliance, and leadership development, ensuring learning initiatives are aligned with client expectations and operational goals.

Key Responsibilities

• Design and implement a structured learning roadmap for agents, team leaders, and support functions.
• Lead onboarding programs to ensure smooth ramp-up of new hires into voice, non-voice, and blended processes.
• Partner with operations, quality, and clients to identify training needs and close performance gaps.
• Manage and optimize the use of the Learning Management System (LMS) (e.g., Moodle) for e-learning, tracking, and reporting.
• Develop and deliver engaging content for soft skills, communication, customer service, and client-specific processes.
• Coach and mentor a team of trainers; conduct TTT (Train-the-Trainer) programs.
• Track learning effectiveness using CSAT, quality scores, and post-training assessments.
• Align learning outcomes with operational KPIs and client SLAs.

Qualifications

• 5+ years in Learning & Development within a BPO environment, with at least 2 years in a lead or managerial role.
• Proven experience designing and delivering training for voice/non-voice processes.
• Strong command of English, with excellent facilitation and communication skills.
• Hands-on experience with LMS platforms (preferably Moodle).
• Knowledge of BPO metrics, quality frameworks, and client expectations.
• Bachelor’s degree in any discipline (HR, Communications, Psychology preferred).