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Lead the AU/NZ L&D transformation by bridging operational training delivery with strategic organizational development. Responsibilities include customizing leadership programs, managing the New Employee Onboarding process, and leading a shared support training team.
Requires a professional with deep BPO or contact center experience and a proven track record in L&D or organizational development. Candidates must possess strong facilitation skills, gravitas to train leaders, and experience in people management.
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Probe CX is evolving. We are making a significant investment in centralising our Learning & Development and Quality teams to create a global Centre of Excellence. We are looking for our first on-the-ground Learning Solutions Training Manager in Melbourne to act as the cornerstone for our AU/NZ transformation.
This is not a standard, siloed operational training job. This is a dynamic, hybrid role that bridges the gap between daily operational training delivery and strategic organisational development.
You will act as the L&D leader for our shared services and smaller accounts, while taking full ownership of the rollout for our flagship CX Leadership and Onboarding programmes across the region.
Reporting into the regional L&D leadership, you will balance operational demands with high-impact talent strategy.
Your day-to-day will involve:
Leadership Development: Taking highly successful leadership programmes currently piloted in the Philippines, customising them for the Australian market and facilitating them for our emerging and new leaders.
Building the COE: Overseeing centralised, transferable skills training (e.g., resilience, advanced soft skills, sales fundamentals) that can be deployed universally across multiple campaigns.
Managing the Foundation: Launching and governing our newly developed CX New Employee Onboarding (NEO) programme, ensuring every new hire receives a premium foundational experience.
Team Leadership: Building and managing a shared support training team (projected to grow to 4–5 direct reports), establishing performance standards and guiding trainers embedded within our operational outliers.
We are looking for an L&D professional who is as comfortable in a strategic design meeting as they are commanding a room of operational leaders.
You should bring:
BPO / Contact Centre DNA: A deep, practical understanding of fast-paced operational environments. You know how contact centres work and how to translate business needs into learning solutions.
L&D Expertise: Proven experience in Learning & Development or Organisational Development, with a clear track record of developing and facilitating impactful leadership training.
Charisma & Facilitation Skills: The ability to captivate an audience. You will be training leaders, so you need the gravitas, emotional intelligence and presentation skills to hold their attention and respect.
People Management: Experience (or a strong readiness) to mentor, manage and elevate a team of facilitators.
This is a permanent, full-time position based out of our Melbourne office. As this role interfaces heavily with our global teams, you will enjoy a high degree of autonomy and strategic exposure, working closely with L&D Directors across the APAC region.
To support our top talent, we offer:
The opportunity to build and shape a regional function from the ground up
Access to comprehensive professional development and global networking
A supportive, inclusive and highly innovative company culture
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better.
We work hard and love a good challenge. With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success.
At Probe, expect to think differently, challenge the norm and find your purpose.
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value. We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers. From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX. Join the next generation of CX. We are always looking for passionate people to join our global team and help us design the future of customer experience. Explore our open roles at https://careers.probecx.com/global/en or reach out to our recruitment teams directly at [email protected] (AU) or [email protected] (PH).
Offices: Level 7, South Tower, 485 La Trobe Street, Melbourne, Victoria 3000, AU · Gold Coast, QLD, AU · Lewisville , Texas, US · Sydney, NSW, AU · Maroochydore, QLD, AU
