# Director – Training Job Centum Canonical URL: https://primejobalerts.com/jobs/director-training-job-centum Company: Centum Category: Education & Training Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-11-13 Expires: 2026-12-28 ## Job Description HR Jobs, Centum Jobs. Responsible for developing and overseeing training strategies, identifying organisational learning needs, and leading the training team to support employee and organisational development. Requires a degree in Human Resource Management, Education, Business Administration, or a related field. This is a full-time, on-site position based in Nairobi, ### Key Responsibilities Strategic Leadership - Develop and implement the organisation’s learning and development strategy across all contact centre operations and operating markets, ensuring alignment with business objectives, client requirements and operational priorities. - Provide strategic leadership in identifying current and emerging skills requirements within the contact centre industry, including customer experience, digital engagement, product knowledge, call handling, sales and service delivery. - Advise Executive Management on training strategy, workforce capability development, operational performance improvement and opportunities to strengthen service delivery. - Drive a continuous learning culture that enhances agent productivity, customer experience, service quality and employee performance. - Establish standardised training frameworks, delivery methodologies and performance measurement tools to ensure consistency in training quality across all contact centre locations and client accounts. - Anticipate changes in client requirements, products, technology and industry practices, ensuring training programmes remain relevant and responsive to evolving operational needs. Training Operations & Quality Assurance - Facilitate structured onboarding and training for weekly new hire batches to ensure operational readiness before deployment. - Conduct regular refresher training for existing employees to reinforce product knowledge, process compliance, service standards and client-specific requirements. - Assess training effectiveness through knowledge assessments, performance monitoring and feedback, identifying and addressing competency gaps. - Establish and maintain quality assurance frameworks to ensure excellence in program delivery. Learning Design & Innovation - Develop and deliver structured product, process and client-specific training programmes within a contact centre environment, catering for weekly new hire batches and periodic refresher training. - Drive continuous improvement through research, training needs analysis and evaluation of learning effectiveness to enhance employee competencies and operational performance. - Develop training content and learning materials aligned with client-specific service standards, product specifications, operational procedures and regulatory requirements. - Leverage quality assurance reports, call monitoring results and customer feedback to identify knowledge gaps and develop targeted learning interventions. Financial Stewardship - Lead the development and management of training budgets and financial plans. - Ensure prudent resource allocation, cost efficiency, accountability and optimal utilization of resources. People Leadership - Build, lead and develop high-performing training teams across contact centre operations in the operating countries, ensuring effective delivery of training programmes across client accounts and business units. - Foster a culture of excellence, accountability, collaboration and continuous professional development among trainers, team leaders and operational teams. - Strengthen organisational capacity through effective talent management, trainer development, performance management and succession planning. - Provide coaching, mentorship and technical guidance to training teams to enhance training delivery, instructional effectiveness and learner outcomes. - Ensure adequate training capacity to support operational growth, new client acquisitions, weekly new hire onboarding and ongoing employee development. Qualifications - Master’s degree in education, Human Resource Management, Business Administration, Organizational Development or a related field. - Minimum of twelve (12) years’ relevant experience. - At least five (5) years’ experience in a senior leadership role within training, learning and development, education or workforce development. - Strong knowledge of competency-based training, curriculum development and training evaluation. - Relevant professional certifications will be an added advantage. ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.