Learning Partner (Contact Centre Focus)

Reporting to – The Head of Learning & Accreditation

About the CCMA Academy

At the CCMA Academy, we’re passionate about helping contact centres thrive by developing the mindset, behaviours, skills, and confidence of their people.

• All of our programmes are CCMA Accredited, giving learners and businesses the assurance of quality.

• Our content blends theory with practical, real-world scenarios, making learning memorable and easy to apply back in the workplace.

• Every course is engaging, interactive, and designed to deliver more than just the outcomes on paper – we create lasting behavioural and mindset shifts.

• We cover the full career pathway, from frontline colleagues through to leaders and specialists, supporting development at every stage.

• The CCMA Academy acts as an extended L&D partner for every contact centre, bringing fresh ideas, energy, and measurable value.

Together, we make learning stick, build capability, and help people grow.

About the Role

Due to growth within the CCMA Academy, we are looking for a dynamic and experienced Learning Partner to deliver and evaluate high-impact learning solutions across our member network. With a strong background in the contact centre industry, you will play a key role in diagnosing learning needs and opportunities and delivering engaging blended learning experiences, and ensuring measurable return on investment (ROI) for our members.

This is a high-energy, creative role where you will work with stakeholders at all levels, from frontline colleagues to senior leaders, building trusted learning partner relationships that drive capability, mindset, and behavioural change.

This is more than training! Facilitating learning brings contact centre training to life, pulling on real life scenarios where the Learning Partner can confidently adapt in the moment to ensure the training content is relevant, connects with the learner and made sticky so they can use in the real world.

The role involves both virtual and face-to-face facilitation as well as regular travel to member sites across the UK.

Key Responsibilities

• Conduct Training Needs Analysis (TNA) and diagnostic assessments to identify learning gaps and opportunities.

• Deliver creative, engaging, and impactful learning experiences using blended learning methodologies for both frontline colleagues and leadership.

• Facilitate training both virtually and in person across a wide range of topics including mindset, behaviour, capability, and performance.

• Provide coaching, feedback, and mentoring to individuals and groups at all levels.

• Build and maintain trusted stakeholder relationships, acting as a learning partner to ensure alignment with organisational priorities and business objectives.

• Apply adult learning principles and innovative techniques to create memorable, outcome-focused learning.

• Evaluate the effectiveness of learning interventions and produce evidence of measurable ROI.

• Maintain knowledge of emerging trends in L&D, with a focus on contact centre excellence.

Skills & Experience Required

• Minimum 3 years’ experience in the contact centre industry, with clear evidence of delivering learning that has achieved measurable impact and ROI.

• Exceptional facilitation skills – high energy, engaging, creative, and able to inspire learners.

• Collaborative mindset, with the ability to work across multiple stakeholders and projects.

• Proven ability to deliver blended learning programmes (virtual, classroom, digital, coaching).

• Strong knowledge of adult learning principles and facilitation best practice.

• Experience engaging with stakeholders at all levels, demonstrating confidence, credibility, and influence.

• Ability to provide constructive coaching and feedback to drive behavioural change.

• Strong organisational and project management skills to deliver multiple learning initiatives simultaneously.

• Experience in measuring and reporting on learning outcomes and ROI demonstrating strong analytical skills to support diagnostics and evaluation.

• Excellent communication, presentation, and interpersonal skills.

• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.

• A passion for mindset, behavioural, and capability development.

• Flexibility to travel regularly

About You

You are not just a trainer— you’re a learning champion. You thrive on creating experiences that stick and inspire people to think differently. You are:

• High energy and engaging – people are drawn to your enthusiasm and creativity.

• Curious and diagnostic – you love asking the right questions to uncover real needs.

• Commercially minded – you understand that learning must deliver ROI, not just good vibes.

• Trusted and credible – equally comfortable influencing frontline teams and senior leaders.

• Creative and adaptable – you bring new ideas and tailor your style to every audience.

• Passionate about growth – for yourself and the people you support.

• Collaborative and people‑first – you believe the best learning comes from connection and trust.

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