Key responsibilities include:

• Planning, developing and delivering training to all partner and corporate Customer Care agents
• Continuously improve training programs by evaluating data and knowledge gaps to ensure team members have a thorough understanding of the procedures, policies and job responsibilities
• Providing expertise in Learning Management System rollout, design and best practices
• Collaborate with the Operations, CX and Quality teams in the coaching up of agents
• Reviewing training material, Knowledgebase articles and standard text for accuracy and recommending updates as needed
• Attending one-on-one sessions with L&D Manager
• Developing direct reports by providing training, coaching or performance management
• Attending team meetings as needed
• Other duties as assigned

Basic Qualifications Include:

• Preferred bachelor’s degree in a related field
• Minimum of 4 years in a call center environment
• Minimum of 3 years of learning and development experience
• Minimum of 1 years of leadership experience, preferably in the learning and development field
• Excellent oral and written communication skills
• Intermediate or higher skills of Microsoft office suite (Word, Excel, PowerPoint, etc.)
• Experience with training best practices, skills assessment methodologies, processes, and training curriculum design
• Demonstrated success in servant leadership and team building
• Experience in a Learning Management System implementation
• Ability to solve problems quickly and with sound judgement
• Must be dependable, proactive, and adaptive to change in a fast paced, dynamic environment and able to inspire others to achieve results
• Up to 40% travel both domestic and international