Learning Partner: Contact Centre Impact & ROI

CCMA - Call Centre Management Association; Greater London; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

CCMA Academy in the United Kingdom is seeking a dynamic Learning Partner to design, deliver and evaluate high‑impact learning solutions for our member network.

You will diagnose needs, deliver blended learning across virtual and face‑to‑face formats, coach individuals and teams, and demonstrate measurable ROI across programmes. Travel across the UK is required to build trusted relationships with frontline staff to senior leaders.

Qualifications

• Minimum 3 years’ experience in the contact centre industry with measurable learning impact.
• Exceptional facilitation skills with high energy and creativity.
• Ability to work with multiple stakeholders to drive learning initiatives.

Responsibilities

• Conduct Training Needs Analysis (TNA) and diagnostic assessments.
• Deliver engaging blended learning experiences for frontline and leadership.
• Facilitate training virtually and in person and across topics including mindset and performance.
• Provide coaching and mentoring to individuals and groups.
• Build relationships with stakeholders to align learning with business goals.
• Evaluate learning interventions and demonstrate ROI.
• Stay updated on L&D trends in contact centres.

Skills

Learning needs analysis

Facilitation

blended learning

Stakeholder management

ROI measurement

People development

Communication

Project management

Tools

Blended learning tools

Virtual & in-person facilitation

Job description

CCMA Academy in the United Kingdom is seeking a dynamic Learning Partner to design, deliver and evaluate high‑impact learning solutions for our member network.

You will diagnose needs, deliver blended learning across virtual and face‑to‑face formats, coach individuals and teams, and demonstrate measurable ROI across programmes. Travel across the UK is required to build trusted relationships with frontline staff to senior leaders.