Learning & Development

Description

Key Accountabilities:

• Assesses training and development needs through surveys, interviews, focus groups, and communication to managers, employees and with BPO. 
• Creates, organizes, plans, and presents training and learning materials, various forms of onboarding, orientation, lecture, simulations, and videos and skills training for employees and BPO. 
• Ensure and analyze knowledge level of customer contact center at the same level
• Produce end to end communication and media published by Customer Service in all media distribution / campaign
• Create and/or acquires training procedure manuals, guides, and course materials. 
• Create external campaign to build awareness about XL CS as “best in industry” world class customer service in order to gain customer trust and engagement
• Evaluates program effectiveness through assessments, surveys, and feedback. 
• Research and recommend new programs or enhancements to training programs based on the latest trends. 
• Prepares and implements training budget; maintains records and reports of expenses. 
• Collaborating with other departments such as Human Resources, Marketing department, IT department and BPO to ensure the training program or materials is align with the organization’s goals. 

 
Job Requirements:

• Strong knowledge of how to deliver effective learning experience 
• Have experienced in planning, creating, execute learning in large scale audience.
• Proven communication, interpersonal, and learning skills
• Ability to work independently and or lead team in a dynamic environment
• Preferably bachelor's degree in communication, education, graphic design or another relevant field or equivalent experience
• Min 3 years relevant experience and have strong knowledge regarding learning & people developments

Soft Skill

Technical Skills

Leadership

Education

Certifications

Industry Experience

Main Responsibilities

Competencies

Years of Experience