Contact Center L&D Coach & Leadership Development Lead

Telework PH; Bulacan; Hybrid; PHP 335,000 - 357,000; Full time

Benefits offered by this job

HMO

Allowance

Other benefits

Job summary

Telework PH is seeking an experienced L&D professional to drive employee and leadership growth in a dynamic contact center environment. The role focuses on TNA, designing programs for all levels, and aligning learning roadmaps with business priorities.

You will conduct post-training evaluation, reinforce learning, and collaborate with operations and leadership to address performance gaps. Travel to other sites may be required.

Qualifications

• Minimum 2 years as Learning & Development Facilitator.
• Strong operational background with contact center metrics.
• Experience in leadership development and coaching.
• Experience developing programs for rank-and-file to C-level executives.
• Experience in post-training evaluation and reinforcement.
• Excellent communication, facilitation, presentation and stakeholder management.
• Willing to support shifting schedules and multi-shift operations.
• Willing to facilitate onsite, hybrid and virtual training sessions.
• Willing to travel to other sites occasionally.

Responsibilities

• Conduct Training Needs Analysis (TNA) using operational data, stakeholder interviews, and performance reviews.
• Develop learning programs for employees from rank-and-file to Executive leaders.
• Create learning roadmaps aligned with operational and leadership priorities.
• Conduct post-training evaluations and reinforcement activities.
• Partner with operations and leadership to identify performance gaps and recommend learning solutions.

Skills

Training analysis

Leadership development

Coaching

Facilitation

Stakeholder management

Communication

Presentation

Multi-shift support

Job description

Telework PH is seeking an experienced L&D professional to drive employee and leadership growth in a dynamic contact center environment. The role focuses on TNA, designing programs for all levels, and aligning learning roadmaps with business priorities.

You will conduct post-training evaluation, reinforce learning, and collaborate with operations and leadership to address performance gaps. Travel to other sites may be required.