About the Role

iSON Xperiences Ltd is seeking a highly motivated and experienced Assistant Manager – Skills Development to lead learning and development initiatives within our call center operations. This role is responsible for ensuring the effective design, delivery, evaluation, and continuous improvement of training programs that enhance employee performance, support operational excellence, and meet client expectations.

The successful candidate will play a key role in developing customer service talent, driving training effectiveness, supporting new hire success, and implementing strategic learning initiatives across the business.

Key Responsibilities

• Monitor and evaluate learning and development programmes for effectiveness, consistency, and quality delivery.
• Assess and benchmark new hire performance during and after training, provide insights to support new hires during the nesting period,
• Design, update and implement regular PKT and upskilling training modules.
• Partner with Quality Assurance and Operations teams to evaluate employees’ performance and identify refresher training opportunities.
• Conduct training needs analyses by identifying performance trends, skill gaps, and learning and development initiatives to improve employee capability and operational performance.
• Participate in client calibration sessions to ensure training programs align with client requirements and expectations.
• Design, update, and oversee implementation of comprehensive training modules as aligned with specific client requirements.
• Lead training activities during new process rollouts, system implementations, and client transitions.
• Support succession planning and business continuity initiatives within the Skills Development function.

Qualifications and Experience

• Bachelors degree in Education, Business Administration, Organizational Development, or a related field.
• Minimum of 5 years' experience in learning and development role in call center/BPO environment
• Prior offshore training experience in call center/BPO environment is mandatory.
• Demonstrated experience designing and delivering training programs in a fast-paced operational environment.
• Must have experience in leading a team of at least 5 trainers.

Knowledge, Skills, and Competencies

• Strong understanding of call center operations, customer service principles, and performance management.
• Excellent facilitation, coaching, presentation, and communication skills.
• Ability to conduct training needs analyses and develop effective learning interventions.
• Strong analytical and reporting skills with the ability to interpret performance data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Strong stakeholder management and relationship-building capabilities.
• Demonstrated leadership skills

• Monitor and evaluate learning and development programmes for effectiveness, consistency, and quality delivery.
• Assess and benchmark new hire performance during and after training, provide insights to support new hires during the nesting period,
• Design, update and implement regular PKT and upskilling training modules.
• Partner with Quality Assurance and Operations teams to evaluate employees’ performance and identify refresher training opportunities.
• Conduct training needs analyses by identifying performance trends, skill gaps, and learning and development initiatives to improve employee capability and operational performance.
• Participate in client calibration sessions to ensure training programs align with client requirements and expectations.
• Design, update, and oversee implementation of comprehensive training modules as aligned with specific client requirements.
• Lead training activities during new process rollouts, system implementations, and client transitions.
• Support succession planning and business continuity initiatives within the Skills Development function.

• Strong understanding of call center operations, customer service principles, and performance management.
• Excellent facilitation, coaching, presentation, and communication skills.
• Ability to conduct training needs analyses and develop effective learning interventions.
• Strong analytical and reporting skills with the ability to interpret performance data.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Strong stakeholder management and relationship-building capabilities.
• Demonstrated leadership skills

• Bachelors degree in Education, Business Administration, Organizational Development, or a related field.
• Minimum of 5 years' experience in learning and development role in call center/BPO environment
• Prior offshore training experience in call center/BPO environment is mandatory.
• Demonstrated experience designing and delivering training programs in a fast-paced operational environment.
• Must have experience in leading a team of at least 5 trainers.