Location: Vietnam (Remote)
Time: 9AM - 6PM VNT
About the Role
- We are seeking an experienced and highly motivated Learning & Development Manager to design, deliver, and continuously improve training programmes for a remote, freelance-based call centre environment. This role is responsible for building a robust induction framework, supporting ongoing development, and fostering a culture of engagement, high performance, and continuous learning among a diverse, distributed workforce.
- The ideal candidate is a confident communicator, an inspiring facilitator, and a strategic thinker who can operate autonomously while collaborating effectively with crossfunctional teams. You will play a critical role in ensuring all call-handling professionals are fully equipped with the knowledge, skills, and motivation needed to represent the organisation effectively.
Key Responsibilities
Training Strategy & Design
- Develop a comprehensive L&D strategy tailored to remote call centre operations and freelance talent.
- Design and maintain engaging induction programmes that accelerate new starter readiness.
- Build structured learning pathways covering product knowledge, systems training, soft skills, compliance, and customer service excellence.
- Create training materials including elearning modules, presentations, job aids, knowledge base content, and assessments.
- Incorporate adult learning principles, microlearning, and blended learning approaches.
Training Delivery
- Deliver highimpact virtual training sessions, workshops, and coaching clinics.
- Facilitate group onboarding for new freelance call handlers across multiple time zones.
- Assess learner comprehension and provide targeted support to ensure proficiency.
- Model exemplary communication, empathy, and customer service behaviours.
Performance & Quality Support
- Monitor training effectiveness through KPIs, feedback, assessments, QA audits, and performance data.
- Identify skill gaps and design interventions that drive measurable improvement.
- Partner with Operations, Quality, and Workforce Management teams to ensure alignment between training and performance expectations.
- Provide individual coaching for underperforming freelancers where appropriate.
Engagement & Culture
- Build a strong sense of connection and community among remote freelancers.
- Create initiatives that promote continuous learning, collaboration, and shared best practices.
- Ensure freelancers feel supported, valued, and motivated to deliver outstanding service.
- Facilitate regular checkins, learning circles, and engagement forums
Content Management & Compliance
- Maintain up-to-date training materials, ensuring changes in products, policies, systems, or compliance requirements are rapidly reflected in all learning content.
- Ensure all training programmes align with regulatory standards, call centre compliance, and brand expectations.
- Manage the learning management system (LMS) and ensure accurate learner tracking.
Project & Stakeholder Management
- Work closely with internal stakeholders to understand business priorities and translate them into training solutions.
- Manage multiple projects and deadlines in a fast-paced environment.
- Provide regular reporting on training activity, performance trends, and improvement outcomes.
Required Skills & Competencies
Training & Facilitation Skills
- Demonstrated expertise in designing and delivering training for call centre environments.
- Strong virtual facilitation skills and ability to engage remote learners.
- Ability to adapt training styles to meet diverse learner needs.
Communication Skills
- Excellent verbal and written communication across all formats (live delivery, email,
- documentation, e-learning).
- Strong ability to simplify complex information and present it clearly.
- Skilled in delivering constructive feedback with empathy and clarity.
Motivation & Coaching
- Proven ability to inspire, motivate, and energise remote teams.
- Skilled in coaching both individuals and groups to improve performance and confidence.
- Ability to create a positive learning environment that encourages participation.
Teamwork & Independence
- Comfortable collaborating with cross-functional teams while working with a high level of autonomy.
- Ability to take ownership of learning initiatives from concept to delivery.
- Strong organisational skills, selfmanagement, and accountability.
Analytical & Problem-Solving Skills
- Ability to analyse performance data and L&D metrics to identify gaps and opportunities.
- Skilled at creating targeted learning interventions that address root causes.
- Comfortable using feedback and insights to drive continuous improvement.
Technical Skills
- Proficiency with elearning tools, LMS platforms, and digital collaboration tools (Zoom/MS Teams/etc.).
- Familiarity with call centre systems such as CRMs, telephony platforms, and knowledge bases.
- Ability to create high-quality digital training content.
Experience Requirements
- Prior experience in an L&D Manager, Trainer, or Instructional Designer role within a call
- centre or customer contact environment.
- Experience supporting remote or freelance/contractor-based teams is highly desirable.
- Proven track record of developing training programmes that improve performance and engagement.
Personal Attributes
- Empathetic, patient, and approachable.
- Highly proactive and selfdriven.
- Creative thinker with a passion for innovation in learning.
- Detail-oriented with strong follow-through.
- Resilient, adaptable, and comfortable with change
