Job Description
Strategic Planning
- Develop and execute a comprehensive learning and development strategy aligned with business objectives and call center performance goals.
- Analyze trends, performance data, and industry benchmarks to identify training needs and recommend innovative solutions.
Program Design & Delivery
- Design and oversee training programs, including onboarding, leadership development, customer service training, and upskilling for call center agents.
- Leverage modern learning technologies such as e-learning platforms, microlearning, and blended learning approaches to ensure training effectiveness.
- Ensure training materials are updated, relevant, and engaging, focusing on soft skills, product knowledge, and process improvements.
Team Leadership
- Lead, mentor, and develop a team of training specialists, instructional designers, and facilitators.
- Foster a coll...
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