Associate Learning & Development Manager (Customer Care)

Job Description

• Deliver training for new hires and tenured employees.
• Review existing training materials and provide actionable insights. Develop or modify content for onboarding, upskilling, or refresher training.
• Monitor assigned BPO’s training performance and ensure training requirements are met.
• Serve as the primary support, promptly addressing learner and stakeholder questions with a positive, proactive approach.
• Partner with the product team to implement SOP updates. Collaborate with PIC in relevant functions by providing data to identify performance gaps, coaching needs, and recognition opportunities.
• Collect and analyze training data to measure learner progress and program effectiveness. Maintain accurate training records and prepare reports on outcomes and improvements for leadership.

Requirements

• Minimum 4 years of proven experience in delivering training, facilitating lear...