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Job Summary
Job Summary:
The L&D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.
Primary Job Responsibilities
Key Responsibilities:
- Design and develop training materials tailored to contact center operations (customer service, sales, technical support).
- Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.
- Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.
- Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.
- Support onboarding (new hire training), nesting, and continuous learning programs.
- Develop and implement competency frameworks for agents and team leaders.
- Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.
- Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.
- Track and report ROI of training initiatives, linking learning outcomes to operational improvements.
- Provide coaching support and upskilling initiatives to improve agent performance.
Job Requirements:
- Minimum of 1 year of experience in Learning & Development, preferably within a BPO or contact center environment.
- Previous training and facilitation experience is a must.Proficiency in English language at C1 level is a must.
- Experience in instructional design, training delivery, and content creation.
- Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.
- Proven experience working on cross-departmental projects (Operations, QA, WFM).
- Strong analytical mindset with the ability to measure training impact on business performance.
- Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.
- Certifications such as TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers) are preferred.
KPIs (Key Performance Indicators):
- Improvement in CSAT (Customer Satisfaction Score) post-training.Reduction in AHT (Average Handling Time) where applicable.
- Improvement in FCR (First Call Resolution).Increase in Quality Assurance (QA) scores.
- Training ROI (performance improvement vs. training cost).
- Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.
- Stakeholder satisfaction (Operations & Clients).
