Training Site Lead

Training Site Lead

As a Training Site Lead, you will lead and manage the Operations Training Team at your assigned site, while being accountable for ensuring employees receive high‑quality, effective, and timely training. You will drive training initiatives that support strong operational performance, build and sustain client confidence, and ensure full alignment with regulatory and compliance requirements through all training activities. You will report to the Head of Operations Training.

Sigma Family

At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries

What being a part of the Sigma Family means for you!

 Career development and opportunities to apply for internal promotions following your probationary period.

 Monthly, Quarterly and Annual awards with marvelous prizes.

‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

  Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

 Join communities and collaborate with your colleagues on our internal Social Media platform.

 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like:

You will lead and manage the Operations Training  team for a multi‑campaign contact centre environment, including people leadership, performance management, HR processes, and ongoing trainer capability development. You will build and develop a high‑performing L&D team capable of delivering first‑class onboarding, product, systems and soft‑skills training, alongside effective coaching and mentoring aligned to KPIs. You will own and continuously improve onboarding programmes, ensuring all new hires are operationally ready, compliant, and capable of achieving early‑life performance targets. You will design and deliver creative, scalable learning interventions that support high‑volume recruitment, rapid campaign ramp‑ups, and evolving client requirements. You will partner closely with Operations, Quality Assurance, Clients, and Senior Leadership to identify performance gaps and training needs across all campaigns. You will act as the senior point of contact for training at site level, confidently representing the business in client reviews, audits, and governance forums. You will be fully accountable for all upskill, refresher, and client‑mandated training at your assigned site, ensuring alignment with SLAs, quality standards, compliance, and regulatory requirements.

You will review and adapt client‑provided training materials to ensure relevance, consistency, learner engagement, and suitability for the target operating model. You will oversee training planning and logistics, ensuring schedules align to workforce management forecasts, with effective trainer utilisation and delivery readiness across classroom and virtual environments. You will use data, dashboards, and management information to measure training effectiveness and business impact, linking learning outcomes to operational metrics such as QA, AHT, CSAT, sales conversion, compliance, and attrition. You will own and manage the Flex Trainer model, ensuring efficient deployment across onboarding, upskill, and refresher activity. You will develop training plans and proposals for new campaigns, growth phases, and change initiatives, including timelines, resource requirements, risks, and assumptions. You will build strong, collaborative relationships with senior operational leaders, implementation teams, and support functions to ensure training supports delivery readiness and business growth.

You will drive continuous improvement in training quality through effective governance, trainer observations, learner feedback, QA insights, and post‑implementation reviews. You will ensure effective knowledge transfer across the training function, maintaining consistency in delivery, certification standards, and accreditation compliance. You will lead training readiness for new client implementations, supporting solution design, transition, go‑live, and post‑launch stabilisation. You will ensure all operational, procedural, system, and regulatory changes are translated into clear and effective training and communication plans for frontline delivery teams. You will stay current with learning best practice, digital learning tools, and performance‑based training methodologies. You will plan, measure, and articulate the return on investment of training interventions, demonstrating their contribution to operational performance, client satisfaction, and commercial outcomes. You will carry out any other duties as assigned by your line manager.

What Amazing people will bring to the role:

You are an experienced Learning & Development leader within a contact centre or BPO environment, bringing strong facilitation expertise, people leadership capability, and a pragmatic, performance‑focused approach to learning delivery. You are organised, resilient, and proactive, with the ability to manage competing priorities while maintaining high standards. You will be solutions‑focused and collaborative, using data and feedback to continually strengthen training quality and impact.

Requirements:

• Excellent written and verbal communication skills
• Strong interpersonal communication
• Excellent presenter, with extensive experience delivering learning activities
• Demonstrable experience designing and creating training material
• 3 years’ experience in a similar training management position (essential)
• 3 years’ experience in a call centre/BPO environment (desirable)
• Proven experience managing teams, ideally across multiple locations
• Relevant HR degree/postgraduate qualification or equivalent (desirable)
• Strong working knowledge of client processes, expectations, and systems
• Evidence of consistently achieving quantitative and qualitative performance measures
• Organised and disciplined, able to manage time and workload effectively
• Resilient and willing to go the extra mile for the L&D team and clients
• Proactive and solutions‑focused, able to identify opportunities for improvement
• Excellent PC skills, competent in MS Office

Simple and Straight Forward Recruitment.

We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!