Job Description
Company Overview:
Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies from Philippines, India, Colombia, Argentina, Vietnam and Malaysia. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Role summary: 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 cross‑functional 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. Work Schedule: Monday to Friday, 04:00 PM - 1:00 AM (ICT)
Work Setup: Home-based setup 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 e‑learning modules, presentations, job aids, knowledge base content, and assessments.
- Incorporate adult learning principles, micro‑learning, and blended learning approaches.
Training Delivery - Deliver high‑impact 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 check‑ins, 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.
- Excellent English communication skills (spoken & written) for training delivery and stakeholder interaction
- Japanese speaking ability (business level - N2+ preferred) for client/learner communication
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, self‑management, 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 e‑learning 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 self‑driven.
- Creative thinker with a passion for innovation in learning.
- Detail-oriented with strong follow-through.
- Resilient, adaptable, and comfortable with change.
