Position Responsibilities:

• Training Strategy Execution:
• Execute training strategy to enhance expertise in all customer service functions.
• Stakeholder Collaboration:
• Partner with key stakeholders across the assigned hubs to identify team and individual learning needs.
• Competency Assessments:
• Support annual competency assessments.
• Training Modules:
• Monitor and participate in the creation of instructor-led and eLearning training modules.
• Trainer Mentorship:
• Mentor trainers in specified regions to support efficient delivery of training on processes and soft skills.
• Mapping Training Requirements:
• Map training requirements to standard work practices and job duties.
• Identify Training Needs:
• Evaluate strengths and improvement opportunities of customer support teams through liaison with team leaders (TLs) and Subject Matter Experts (SMEs).
• Monitor Training Effectiveness:
• Monitor employee performance and response to training.
• Assess the effectiveness of training to ensure incorporation of taught skills into employees work behavior.
• Development of New Training:
• Identify requirements for developing new product, solution, and process training for employees.
• Onboarding Roadmaps:
• Develop and implement robust onboarding roadmaps to reduce learning curves for new agents.
• Train the Trainer:
• Conduct Train the Trainer sessions for identified Hub Level SMEs who will deliver training.
• Refresher Courses:
• Conduct advanced-level refresher courses on processes.
• Soft Skills Training:
• Conduct soft skills training for assigned hubs.
• Training Material Accuracy:
• Maintain the accuracy of training materials and update them as necessary.
• Collaboration for Training Material Development:
• Collaborate with various departments to obtain information for developing new and updated training materials, including onboarding, content build, and LMS deployment.

Experience & Educational Requirements:

• Education:
• Bachelor's degree in a technical discipline.
• Experience:
• 5+ years of training and development experience.
• 5+ years of leading training programs and projects.