Associate Learning And 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 leaderships.
  
  

• Minimum 4 years of proven experience in delivering training, facilitating learning sessions, and supporting talent development initiatives within a customer service environment
• Skilled in delivering engaging presentations and clear communication in both live classroom and virtual training settings
• Strong understanding of learning principles and different delivery techniques
• Experience in creating materials to improve new hire performance and support continuous learning for tenured employees
• Experience working within BPO, shared services, or globally distributed support teams
• Enthusiastic and outgoing with a strong ability to inspire and energize learners in fast-paced, interactive settings
• Skilled in analyzing performance data and providing targeted coaching to drive improvement
• Proven ability to thrive both independently and as part of a collaborative team
• Outstanding proficiency in both written and verbal English communication