Senior LXL

Senior Learning Experience Leader (Senior Trainer) - Call Center/BPO

The Senior Learning Experience Leader (Senior Trainer) is a critical leadership role responsible for maximizing the effectiveness and performance of call center agents and support staff. This role designs, develops, and delivers high-impact learning programs, drives proficiency through data-informed coaching, and ensures consistent adherence to quality and compliance standards across various BPO accounts and lines of business.

Key Responsibilities

1. Program Design, Development, and Delivery

• Lead the end-to-end training lifecycle, including the delivery of onboarding, product knowledge, sales, soft skills, and customer service excellence programs for new hires.
• Design, develop, and maintain comprehensive training materials, resources, and curricula, including instructor-led sessions, online courses, and job aids, ensuring they align with program objectives and adult learning principles (e.g., AGES Model).
• Conceptualize training strategies and new initiatives based on operational data, client needs, and industry best practices.
• Plan and organize resources for each training class, manage the classroom experience, and execute contingency plans for technical or logistical issues.

2. Performance Analysis and Coaching

• Conduct training needs assessments (TNA) and root cause analysis (RCA) to identify recurring knowledge, skill, and behavioral gaps in agent performance.
• Monitor, track, and assess trainee progress and learning comprehension throughout the training and nesting phases, providing timely, high-impact coaching and feedback.
• Design and execute On-the-Job Training (OJT) and Performance Improvement Plans (PIPs) for underperforming metrics, driving improvements in key performance indicators (KPIs) such as time-to-productivity, quality scores, conversion rates, and retention.
• Evaluate agent interactions (phone, chat, email) against quality and compliance guidelines, providing insights to refine agent skills and optimize performance.

3. Leadership and Stakeholder Collaboration

• Provide mentorship and guidance to junior trainers, floor coaches, and subject matter experts (SMEs), ensuring consistency in instructional excellence and delivery methodologies.
• Collaborate closely with operations, quality assurance, and workforce teams to align training strategies with broader business goals and operational demands.
• Maintain accurate training records, reports, and statistics, proactively communicating status and results to business leaders and stakeholders.
• Act as a subject matter expert (SME) resource, responding to employee and manager inquiries about programs, processes, and policies.

Required Qualifications

• Experience:
  
  [X] years of experience in a Senior Trainer, Training Specialist, or Learning & Development role, with a strong preference for experience within a contact center or BPO environment.
• Education:
  
  Bachelor's degree in Training, Education, Communications, or a related field, or equivalent experience.
• Technical
  
  Skills:
• Expertise in instructional design methodologies (e.g., ADDIE) and curriculum development.
• Proficiency in utilizing training tools, contact center software, and learning management systems (LMS).
• Advanced proficiency in MS Office products or Google Workspace (e.g., Slides, Sheets, Docs).
• Core Competencies:
• Exceptional public speaking, facilitation, and communication skills.
• Strong analytical and critical thinking abilities for performance diagnosis and data-driven solution design.
• Ability to work in a fast-paced environment and manage training programs across multiple accounts.

How We Partner To Protect You:
Task Us will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of Task Us.

DEI:
In Task Us we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. Task Us is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.