Job Description

  • Works closely with the Director of Learning Services at the site level, partnering with Operations, Talent Acquisition, and Workforce teams to align training strategies and establish a consistent delivery rhythm that produces high-quality agent profiles.
  • Ensures effective information flow from Learning Services to Operations and other stakeholders.
  • Provides executive-level summaries on Learning Services initiatives, outcomes, and risks, and escalates key issues to the Director of Learning Services as needed.
  • Partners with stakeholders to ensure client and company requirements related to training compliance, process and policy adherence, efficiency, and service quality readiness are met.
  • Continuously evaluates and enhances training effectiveness to support operational goals.
  • Conducts interviews for Learning Services leadership and specialist roles.
  • Assesses applicants based on skills, competencies, and behaviors required to b...

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