Learning and Development Director - Sales

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What You’ll Be Doing

This role is ideal for an energetic and enthusiastic professional manager with leadership flair and ability to drive and motivate others. It involves leading the development and implementation of improvement plans for individuals, teams, and sites under their responsibility, together with local operational leadership teams. Based on data and learning needs analysis, the role ensures consistent quality of service worldwide.

Responsibilities include:

• Partnering and consulting with the site operational leadership team to conduct quantitative and qualitative analysis of site and regional performance; creating and driving appropriate action plans.
• Developing quality solutions or plans to improve performance and close learning or knowledge gaps, using a holistic approach to KPIs and indicators.
• Observing team members’ performance, providing feedback and coaching, succession planning, and identifying development opportunities.
• Driving execution of the Quality Operating Model and Standards, focusing on strategy and calibration indicators such as Attendance and Accuracy.
• Managing the performance of agents’ first 90 days, providing recruitment feedback and overseeing new hire development.
• Planning training by assigning resources, ensuring proper management, and coordinating with scheduling and facilities for resource requirements.

Desired Skills and Experience

• Minimum 5 years of call center or equivalent work experience.
• Excellent written and spoken English communication skills.
• Excellent interpersonal and organizational skills.
• Ability to work independently and as part of a team.
• Meticulous attention to detail.
• Ability to work cooperatively with diverse people.
• Change ambassador who measures adoption and adapts to a dynamic environment.
• Receptive to feedback, takes directions and is aware of development areas.
• Self‑motivated and able to manage time.
• Growth mindset and ownership of personal development.
• Facilitating quality calibrations in face‑to‑face and virtual environments.
• Partnering with the global learning team to review materials and support workshop delivery.
• Consultative approach with stakeholders.
• Deep‑dive root‑cause problem solving and reporting.
• Proficiency with the Learning Management System for basic learning activities.

Knowledge

• Familiarity with facilitation and questioning techniques.
• Understanding of adult learning principles and learning styles.
• Knowledge of learning models and cycles (ADDIE, Agile Learning, Learner‑Centred, etc.).
• Experience improving performance through a Quality Management Tool and/or call centre quality programs.
• Understanding of the Customer Service business at Booking.com or similar environments.
• Outcome‑oriented Customer Service mindset.
• Available full time with flexible schedule and tasks based on local needs.
• Experience with data analysis, root‑cause methodology, change management, and project management.
• Ability to facilitate quality calibration processes.

What You Can Expect

• Supportive career and professional development.
• An inclusive culture and community‑minded organization encouraging giving back.
• A global team of curious lifelong learners guided by company values.
• Competitive compensation package, performance bonuses, and benefits such as PTO, wellness, healthcare, tuition reimbursement.

Visit www.mybenefits.ttec.com for more information.

TTEC is proud to be an equal‑opportunity employer; all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location: PL-Malopolskie-Krakow