Key Responsibilities:

•  Training Delivery:
• Lead and oversee all aspects of training sessions, workshops, and seminars.
• Direct onboarding, refresher training, and specialized sessions based on feedback.
• Assess and enhance learner performance through detailed feedback.
• Create presentations for weekly huddles.
• Ensure training programs thoroughly cover different channels, including voice.
• Training Development and Evaluation:
• Proactively identify knowledge gaps and develop strategic training programs.
• Collaborate with Subject Matter Experts and departments to design and implement learning solutions.
• Apply advanced instructional design theories and methods to create high-impact training materials.
• Evaluate and refine training effectiveness using various assessment methods.
• Track training rollouts, conduct in-depth quality audits, and implement improvements.
• Training Administration:
• Oversee training tickets, ensuring timely and effective responses.
• Handle complex process-related inquiries and collaborate with departments to resolve issues.
• Respond to on-demand requests for training reports and documentation.
• Conduct trainer observation sessions and provide high-level feedback.
• Perform other duties as assigned.

Must Have:

• 3-5+ years of experience in training development and leadership, particularly in customer service environments.
• Extensive experience in training across various channels, including voice.
• Deep understanding of instructional design, training management, and program evaluation.
• Proven ability to lead and mentor a team of training professionals.
• Strong organizational, strategic planning, and leadership skills.