Operations Manager, Learning & Development - Porto, Portugal Porto

Operations Manager, Learning & Development - Porto, Portugal
Porto
Porto, Porto District, Portugal

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Porto, Portugal, PT

Job Description:

Come and work with us.

We are looking for a talented and accomplished Operations Manager - Learning & Development to be responsible for overseeing the design, implementation, and continuous improvement of training programs and learning initiatives within a BPO environment. This role involves aligning L&D strategies with business goals, managing training operations, leading a team of trainers and facilitators, and ensuring
- quality onboarding, upskilling, and performance support for customer service, technical, and
- office functions.

As an Operations Manager in this project, your daily responsibilities will include:

1. Collaborating with senior leadership to align training objectives with business outcomes
2. Managing the
   -
   - end execution of onboarding, process, behavioral, and leadership training
3. Developing training schedules, resource plans, and content calendars in coordination with operations
4. Monitoring and managing KPIs related to training effectiveness,
   -
   - proficiency, and attrition
5. Ensuring timely deployment of
   - hire and
   - training batches in line with business
   - ups
6. Leading and developing a team of L&D professionals, including trainers, instructional designers, and coordinators
7. Providing coaching, performance reviews, and growth opportunities to team members
8. Analyzing training effectiveness using feedback, assessments, and business metrics (QA scores, CSAT, AHT, etc. )
9. Continuously improving training content, delivery methods, and learning technologies
10. Serving as the L&D liaison for client interactions, quality teams, and operations leaders
11. Providing regular reports and insights on training performance and outcomes to leadership
12. Ensuring adherence to internal quality standards, client requirements, and industry best practices
13. Maintaining documentation for audits and compliance purposes

To succeed in the role, you will need to have:

• Native or proficient level of English
• Experience managing training programs for customer support, technical support, or shared services
• Experience managing training across geographies or remote teams is a plus
• Strong understanding of adult learning principles, instructional design, and blended learning methods
• Proficiency in training tools and Learning Management Systems (LMS)
• Excellent leadership, communication, and stakeholder management skills
• Data-driven mindset with the ability to analyze and act on training metrics
• Certification in L&D (e. g. , CPLP, ATD, Kirkpatrick) is a plus
• Exposure to Six Sigma or process improvement methodologies is a plus
• Familiarity with e
  Learning authoring tools (Articulate, Captivate, etc. ) is a plus
• Bachelor’s degree in Human Resources, Business Administration, Education, or related field (Master’s preferred)
• 6+ years of experience in L&D roles, with at least 3 years in a managerial capacity within a BPO or similar
  - volume service industry
• Availability to work from our site in Porto

Specific Requirements (when necessary):

• Availability to travel
• Out-of-hours support

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging
  - wide initiatives, including our Ever
  Better wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

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Watch this video to get a sneak peek of the job in action