Training & Development Manager – Call Center

About the role

We are looking for an experienced Training & Development Manager to lead the learning function within our call centre operations in Cairo. The role involves designing, delivering and continuously improving training programmes that boost employee performance, enhance customer experience and drive operational excellence.

Key responsibilities

• Develop and execute a learning strategy aligned with business objectives.
• Design onboarding, product, process, systems, soft‑skill and leadership programmes.
• Lead and mentor a team of trainers and learning specialists.
• Conduct training needs analysis using performance metrics, quality reports and client feedback.
• Create training materials, facilitator guides, e‑learning modules, assessments and certifications.
• Measure training effectiveness through KPIs such as training scores, speed to proficiency and employee retention.
• Collaborate with Operations, QA, Workforce Management and Recruitment to support hiring and continuous learning.
• Coordinate client‑specific training requirements and ensure contractual compliance.
• Implement coaching programmes for team leaders and operations managers.
• Monitor industry trends and integrate digital and AI‑powered learning solutions.

Required profile

• Bachelor’s degree in Business Administration, HR, Education, Communications or related field.
• Minimum 6 years of L&D experience in a BPO or contact‑center environment.
• At least 3 years in a training manager or L&D leadership role.
• Strong knowledge of adult learning principles, instructional design and performance management.
• Proven ability to develop instructor‑led, virtual and e‑learning programmes.

Required skills

• Microsoft Office
• Learning Management Systems (LMS)
• Digital learning platforms