Training and Knowledge Lead
Core
Lead a team of Trainers and Knowledge Specialists to elevate frontline capability, manage knowledge systems, and drive continuous improvement in a customer contact centre environment.
Role type
Senior Learning & Knowledge Management Lead
Builds
High-performing training teams, modernized learning frameworks, and knowledge management platforms
Domain
Customer Service Operations / Contact Centre
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, coaching, stakeholder engagement, learning solution design, facilitation, project management, change management, data analysis, digital platform management
Preferred skills
Adult learning qualifications, contact centre experience, AI/automation exposure, knowledge management platform expertise
Technologies
Articulate 360, SharePoint
Responsibilities
Lead and coach a team of Trainers and Knowledge Specialists; Partner with stakeholders to identify capability gaps; Review and modernize training content and learning frameworks; Build coaching capability across leaders and frontline teams; Drive onboarding and upskilling programs; Oversee knowledge management initiatives; Champion AI and digital tools for learning improvement; Manage knowledge platforms and learning technologies; Use data to improve business outcomes
Seniority
Senior, hands-on IC with leadership responsibilities
