Summary: HR Jobs, Centum Jobs. Responsible for developing and overseeing training strategies, identifying organisational learning needs, and leading the traini...

Job Details

  • Deadline: 27/11/2026
  • Company: Centum
  • Location: Nairobi
  • Employment Type: Full Time
  • Salary: Open

Job Description

Job Title: Director – Training

Date Posted: 13/11/2026

Job Type: Full Time

Job Level: Management

Employer: Centum

Industry: HR

Salary: Open

Location: Nairobi

Country: Kenya

Deadline: 27/11/2026

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

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