L&D Specialist

Role Overview:
We are looking for a dedicated L&D Specialist to act as the key liaison between the Learning & Development team and our Customer Service (CS) Departments. In this role, you will bridge the gap between strategy and operations, ensuring our agents are motivated, skilled, and aligned with business goals.

Key Responsibilities:

• Stakeholder Liaison: Partner with Team Leads to identify skill gaps and training needs within the CS departments.
• Performance Management: Design and implement the right KPIs to measure staff performance, specifically regarding bonus structures and incentive payouts.
• Continuous Improvement: Analyze customer service metrics to create training programs that drive constant improvement in service quality.
• Progress Tracking: Monitor staff development and report on the ROI of training initiatives.
• Ad-hoc Tasks: Support the CS management with any other tasks related to staff development and performan...