Capability Development Manager

What you’ll do

• Design and run training programs for new hires and existing agents
• Make sure agents fully understand the product and process before they go live
• Work closely with operations leaders to improve call quality and performance
• Reduce mistakes and minimize knowledge gaps across teams
• Shorten training time while maintaining strong performance outcomes
• Implement and manage AI tools that help guide agents during customer calls
• Use insights from AI and call data to improve training content
• Train teams on how to work effectively with AI-assisted tools
• Work with leadership to ensure the right outcomes from training programs
  
  

• Strong understanding of call center or service operations
• Comfortable working with AI tools and technology platforms
• Ability to simplify complex product knowledge for agents
• Strong communication and facilitation skills