Job Description

You will work with global counter parts to create and design training. Coordinating with regional managers and trainers you will ensure our customer support specialists are set up to provide a best in class service.

• Design, conduct, coordinate, and implement a comprehensive training program for customer facing employees
• Identify gaps in learning modules and highlight/ create training solutions that suit the business requirement
• Facilitate train the trainer sessions.
• Partner with key stake-owners across organization to achieve business objectives and streamline the training program for the business
• Work with various stakeholders to understand new processes to translate into training
• Design competency tests, guides for soft skills, communication skills and different techniques required to assist our diverse customer base
• Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology
• Improve training effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Enablement
• Work with internal and partner teams to ensure quality of training programs remain consistent
• Play a key role in quality control of training by conducting observations and through participant feedback
• Maintain reports and data to keep track of training effectiveness and performance

Required Knowledge, Skills, and Abilities

• Strong passion for customer service / customer experience improvement.
• 5+ years of experience in the software or support industry with a minimum of 2+ years experience managing training/training teams
• Relevant experience managing training strategies and training teams
• Strong experience in Instructional Design.
• Thorough working knowledge of training KPIs, learner feedback mechanisms, types of training strategies for new hires and tenured employees
• Solid knowledge of Learning Management Systems (LMS).
• Analytical skills, excellent verbal and written communication skills and presentation skills
• Working knowledge of training strategies and platforms
• Knowledge of MS office mandatory