Recruiting Coordinator, Talent Operations
Narvar
Learning and Development Manager
DailyPay
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $99,000 - $136,000 per year
Job Level
Mid-LevelSenior
About the role
- Design, develop, maintain and update training content to reflect changes in products, services, policies, and procedures to prepare our global agent base
- Own delivery and success of training programs in a variety of formats, including in-person classroom sessions, and online learning modules internally and with our BPO partners
- Develop and monitor assessment tools to evaluate the effectiveness of training programs and identify areas for improvement internally and with our BPO partners
- Analyze call center metrics (e.g., call handle time, customer satisfaction scores) to identify training needs and opportunities for performance enhancement
- Maintain Customer Operations Knowledge Base and support the use of these materials by agents and automated systems that handle end user and client inquiries
- Proactively identify opportunities to improve training programs and processes
- Collaborate with call center leadership and international stakeholders to ensure training aligns with business objectives and customer needs
Requirements
- 3+ years of experience in training and development, with a focus on call center operations, preferably within a financial services or fintech environment
- Strong knowledge of adult learning principles and instructional design methodologies
- Excellent communication, presentation, and facilitation skills
- Proven ability to design and deliver engaging training programs with external stakeholders
- Experience with LMS platforms, Docebo preferred
- Strong analytical and problem-solving skills
- Proficiency in G Suite
