Leadership and Development Content Developer

Role Overview

The
Leadership and Development Content Developer
will design and deliver impactful learning solutions that strengthen leadership capabilities across all levels of the contact center, from aspiring supervisors to seasoned operations leaders.

This role blends
instructional design expertise
,
coaching insight
, and
operational understanding
to create engaging, practical programs that enhance team performance, drive employee engagement, and support leadership growth. The ideal candidate is both a creative learning designer and a strategic partner — someone who can translate real-world challenges from the contact center floor into powerful development experiences.

Key Responsibilities

Learning Design & Content Development

• Design and develop learning materials tailored for contact center leaders, including e-learning, instructor-led sessions, toolkits, and bite-sized microlearning content.
• Create content focused on leadership essentials such as coaching, performance management, communication, empathy, and employee engagement.
• Translate leadership frameworks and business goals into accessible, actionable learning experiences.
• Ensure all materials reflect adult learning principles and are inclusive, practical, and aligned with company values.

Program Design & Implementation

• Partner with Executives, Senior Leadership, Operations Managers, HR, and Learning teams to build leadership pathways for both current and emerging leaders.
• Develop blended learning programs (in-person, virtual, and self-paced) that build real-world leadership capabilities.
• Continuously review and update existing content based on performance data, learner feedback, and evolving business priorities.
• Support the facilitation of leadership workshops or train-the-trainer sessions when needed.

Stakeholder Collaboration

• Work closely with business leaders and subject matter experts to identify capability gaps and performance trends within the contact center.
• Provide learning consultation, recommending solutions that drive measurable impact on leadership effectiveness and operational results.
• Collaborate with Senior Leaders, Operations Managers, and facilitators to ensure leadership programs are relevant, impactful, and consistently delivered across the business.

Evaluation & Continuous Improvement

• Track and evaluate learning outcomes using metrics such as engagement, behavior change, and performance improvement.
• Gather and analyze learner feedback to refine content and approaches.
• Stay updated on leadership trends, contact center best practices, and learning technologies to continually enhance program design.

Required Skills & Qualifications

Education & Experience

• A background in Instructional Design, Education, or Organizational Development is preferred, but strong practical experience in leadership development is equally valued.
• 2+ years of experience designing or developing leadership or professional skills training, preferably within a contact center or customer service environment.
• Proven experience in creating blended or digital learning solutions for adult learners.

Technical & Creative Skills

• Strong command of instructional design methodologies.
• Proficiency in tools such as Articulate 360, Rise, Captivate, or Canva is a strong plus, but not required.
• Experience developing programs around coaching, communication, emotional intelligence, or performance leadership.
• Skilled at transforming operational challenges and leadership principles into engaging, learner-centered content.
• Excellent communication, writing, and visual storytelling skills.

Core Competencies

• Deep understanding of adult learning theory, leadership development, and contact center dynamics.
• Strong collaboration and consulting abilities to partner effectively with business leaders and HR teams.
• Analytical mindset: comfortable using feedback and performance metrics to inform design decisions.
• Creative, empathetic, and solutions-focused; passionate about helping leaders grow and teams thrive.

Key Performance Indicators (KPIs)

Quality & Delivery

Focuses on the consistency, timeliness, and overall quality of learning content and program execution.

• Timeliness of Content Delivery
  : Percentage of projects or learning materials delivered according to agreed timelines.
• Content Quality & Accuracy:
  Internal or stakeholder review ratings (e.g., 90% of materials rated "effective" or higher).
• Error-Free Deliverables:
  Minimal revisions or reworks required post-launch.
• Program Implementation:
  Successful rollout of leadership programs with clear learning objectives and business alignment.

Engagement & Impact

Measures how well the content resonates with learners and supports leadership growth within the contact center.

• Learner Engagement Rate:
  Completion and participation rates for leadership programs (target: ≥85%).
• Learning Satisfaction:
  Participant and facilitator feedback (e.g., average score of 4.5/5 or higher).
• Knowledge Retention & Application:
  Demonstrated improvement in post-training assessments or on-the-job application.
• Leadership Capability Impact:
  Observable improvement in coaching effectiveness, communication, or engagement among leaders and aspiring leaders.
• Operational Alignment:
  Contribution of learning initiatives to contact center KPIs (e.g., lower attrition, higher quality or engagement scores).

Collaboration & Innovation

Evaluates how effectively the developer partners with stakeholders and introduces creative learning solutions.

• Stakeholder Collaboration:
  Positive feedback from Senior Leaders, Operations Managers, and HR partners on collaboration and program relevance.
• Consultation Effectiveness:
  Evidence that learning interventions addressed identified performance or engagement gaps.
• Innovation in Learning Design:
  Number of new learning formats or creative assets introduced (e.g., microlearning, visual toolkits, Canva-based materials).
• Continuous Improvement:
  Regular updates or enhancements to existing programs based on learner feedback or business needs.
• Professional Growth:
  Engagement in self-development activities or certifications related to instructional design, leadership, or creative tools.

Why Join Us?

• Opportunity to lead and shape a strategic L&D content function for a global iGaming account.
• Career growth into a senior leadership role within the L&D and content development space.
• Exposure to a dynamic BPO environment with global standards and compliance requirements.
• Competitive compensation package with
  hybrid work flexibility post-regularization
  .
• A collaborative work environment that values
  knowledge-sharing, innovation, and continuous learning
  .