Learning & Development Manager (Trainer) Project-based Role

The Role

We are seeking an experienced and highly motivated Learning & Development Manager to design, deliver, and continuously improve training programmes for a remote, freelance-based call centre environment. This role is responsible for building a robust induction framework, supporting ongoing development, and fostering a culture of engagement, high performance, and continuous learning among a diverse, distributed workforce.

The ideal candidate is a confident communicator, an inspiring facilitator, and a strategic thinker who can operate autonomously while collaborating effectively with cross‐functional teams. You will play a critical role in ensuring all call-handling professionals are fully equipped with the knowledge, skills, and motivation needed to represent the organisation effectively.

Key Responsibilities

• Develop a comprehensive L&D strategy tailored to remote call centre operations and freelance talent.
• Design and maintain engaging induction programmes that accelerate new starter readiness.
• Build structured learning pathways covering product knowledge, systems training, soft skills, compliance, and customer service excellence.
• Create training materials including e‐learning modules, presentations, job aids, knowledge base content, and assessments.
• Incorporate adult learning principles, micro‐learning, and blended learning approaches.

• Deliver high‐impact virtual training sessions, workshops, and coaching clinics.
• Facilitate group onboarding for new freelance call handlers across multiple time zones.
• Assess learner comprehension and provide targeted support to ensure proficiency.
• Model exemplary communication, empathy, and customer service behaviours.

• Monitor training effectiveness through KPIs, feedback, assessments, QA audits, and performance data.
• Identify skill gaps and design interventions that drive measurable improvement.
• Partner with Operations, Quality, and Workforce Management teams to ensure alignment between training and performance expectations.
• Provide individual coaching for underperforming freelancers where appropriate.

• Build a strong sense of connection and community among remote freelancers.
• Create initiatives that promote continuous learning, collaboration, and shared best practices.
• Ensure freelancers feel supported, valued, and motivated to deliver outstanding service.
• Facilitate regular check‐ins, learning circles, and engagement forums.

• Maintain up-to-date training materials, ensuring changes in products, policies, systems, or compliance requirements are rapidly reflected in all learning content.
• Ensure all training programmes align with regulatory standards, call centre compliance, and brand expectations.
• Manage the learning management system (LMS) and ensure accurate learner tracking.

• Work closely with internal stakeholders to understand business priorities and translate them into training solutions.
• Manage multiple projects and deadlines in a fast-paced environment.
• Provide regular reporting on training activity, performance trends, and improvement outcomes.

Required Skills & Competencies

• Demonstrated expertise in designing and delivering training for call centre environments.
• Strong virtual facilitation skills and ability to engage remote learners.
• Ability to adapt training styles to meet diverse learner needs.

• Excellent verbal and written communication across all formats (live delivery, email, documentation, e- learning).
• Strong ability to simplify complex information and present it clearly.
• Skilled in delivering constructive feedback with empathy and clarity.

• Proven ability to inspire, motivate, and energise remote teams.
• Skilled in coaching both individuals and groups to improve performance and confidence.
• Ability to create a positive learning environment that encourages participation.

• Comfortable collaborating with cross-functional teams while working with a high level of autonomy.
• Ability to take ownership of learning initiatives from concept to delivery.
• Strong organisational skills, self‐management, and accountability.

• Ability to analyse performance data and L&D metrics to identify gaps and opportunities.
• Skilled at creating targeted learning interventions that address root causes.
• Comfortable using feedback and insights to drive continuous improvement.

• Proficiency with e‐learning tools, LMS platforms, and digital collaboration tools (Zoom/MS Teams/etc.).
• Familiarity with call centre systems such as CRMs, telephony platforms, and knowledge bases.
• Ability to create high-quality digital training content.

• Prior experience in an L&D Manager, Trainer, or Instructional Designer role within a call centre or customer contact environment.
• Experience supporting remote or freelance/contractor-based teams is highly desirable.
• Proven track record of developing training programmes that improve performance and engagement.

• Empathetic, patient, and approachable.
• Highly proactive and self‐driven.
• Creative thinker with a passion for innovation in learning.
• Detail-oriented with strong follow-through.
• Resilient, adaptable, and comfortable

Work Schedule: Monday to Friday, 10PM to 7AM

Work Location:

• Home-based
• Should have a strong internet connection (minimum of 20 MBPS)
• Should have own laptop/pc (minimum of i5 16GB)

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.