Learning and Development Director

Confie; Tijuana; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Confie seeks a Director of Learning and Development to lead the planning, design, and implementation of strategic L&D initiatives in a call center environment. The role focuses on aligning structures, processes, and culture with business goals to boost efficiency and employee satisfaction.

The candidate will drive continuous development, manage organizational change, and promote adaptive learning in a dynamic market. Master’s degree is highly desired and prior call center exposure is preferred.

Formación

• Master’s Degree (Highly desired).
• Experience in the call center field.
• Strong knowledge of Learning Theory and Practices.
• Proven ability in L&D Program Management.
• Familiarity with Learning Technologies and tools.
• Experience with Training Needs Self-Assessment.
• Budgeting for L&D initiatives.
• Knowledge of Training and Development Regulations.

Responsabilidades

• Strategic Mindset: Develops and executes L&D strategies aligned with business goals.
• Change Management: Leads organizational change effectively.
• Innovation: Promotes new training methods and tools.
• Coaching: Develops managers and team leaders through structured coaching.
• Team Development: Builds high-performing teams with skill gap analysis.
• Conflict Resolution: Manages internal conflicts.
• Learning Principles: Applies best practices in training delivery.
• Instructional Design: Designs training programs, including e-learning.

Conocimientos

Learning theory

L&D program management

Learning technologies

Training needs analysis

Budgeting

Regulatory knowledge

Educación

Master’s degree

Herramientas

Learning Management System (LMS)

AI in training

Digital transformation

Descripción del empleo

• Country Mexico

Job Description

The Director of Learning and Development aims to lead and oversee theplanning, design, and implementation of strategic initiatives that foster apositive and productive work environment. Their mission is to enhanceorganizational efficiency and employee satisfaction by aligning internalstructures, processes, and cultures with business objectives. This role iscrucial in promoting continuous employee development, managing organizationalchange, and ensuring that the organization is adaptable and resilient in adynamic and competitive environment.

Requirements

• Master’s Degree (Highly desired).
• Previous experience working in the call center field.
• Learning Theory and Practices
• L&D Program Management.
• Learning Technologies.
• Self-Assessment of Training Needs.
• L&D Budgeting.
• Training and Development Regulations.

Jobresponsibilities and functions

1. Strategic Mindset.

• Vision & Strategy: Develops and executes L&D strategies alignedwith business goals.
• Change Management: Leads and supports organizational changeseffectively.
• Innovation & Continuous Improvement: Promotes and implements newtraining methods and tools.
• Coaching & Mentoring: Develops managers and team leaders throughstructured coaching.
• Team Development: Builds high-performing teams by identifying skillsgaps and providing development opportunities.
• Conflict Resolution: Effectively manages and resolves internalconflicts.
• Learning Principles: Applies best practices in training delivery
• Instructional Design: Designs and develops training programs, includinge-learning.

3. Training & Development.

• Learning Principles: Applies best practices in training delivery
• Instructional Design: Designs and develops training programs, includinge-learning.
• Training Facilitation: Conducts engaging training sessions, workshops,and leadership programs.
• Performance Coaching: Uses data-driven approaches to enhance employeeperformance.
• Leadership Development: Designs programs to grow internal leadershippipelines.
• Hybrid Training for Remote Organizations

4. Call Center Operations.

• Customer Service Excellence: Understands customer service best practicesand industry benchmarks.
• KPIs & Metrics: Develops and analyzes key performance indicators fortraining impact.
• Quality Assurance & Compliance: Ensures adherence to regulatory andcustomer service standards.

5. Technology & Innovation.

• Learning Management Systems (LMS): Utilizes LMS platforms to managetraining programs.
• AI & Automation in Training: Leverages AI-driven tools forpersonalized learning experiences.
• Digital Transformation: Drives tech-enabled learning initiatives.

6. Business & Financial Acumen.

• ROI Analysis: Measures the return on investment of training programs.

• LifeInsurance.
• Privatemedical insurance and preventative care.