colibrigroup - Training Specialist
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Requirements
• Bachelor's degree in Education, Business, Organizational Development, or related field, or equivalent experience. • 3+ years of experience in training, learning and development, customer service, or contact center operations. • Experience supporting a growing or fast-paced environment preferred. • Dynamic and confident facilitator with strong presentation and communication skills. • Comfortable delivering both soft skills and technical training content in a virtual environment. • Strong instructional design and content development capabilities. • Proficiency with LMS platforms, virtual training tools, and Microsoft Office. • Ability to design scalable learning solutions and adapt quickly to change. • Strong organizational skills with the ability to manage multiple initiatives and meet deadlines.
Responsibilities
• Training Program Design & Delivery (60%) • Design, develop, and implement scalable onboarding and continuous learning programs for Customer Service Representatives in a fast-paced, contact center environment. • Deliver engaging learning experiences across multiple modalities, including live virtual training, asynchronous learning, and performance-based reinforcement. • Ensure training content remains current and adaptable to new tools, technologies, processes, and customer service models. • Partner with Customer Service leadership, Quality Assurance, and other stakeholders to identify skill gaps, assess training needs, and align learning solutions with operational and CX goals. • Facilitate live, synchronous learning sessions for new hire onboarding, cross-functional upskilling, and ongoing professional development programs. • Apply adult learning principles and industry best practices to drive learner engagement and knowledge retention. • Performance Enablement & Training Operations (30%) • Measure and evaluate training effectiveness using key performance indicators (KPIs), learner feedback, Quality Assurance trends, and post-training performance metrics. • Analyze Quality Assurance data to identify opportunities for targeted training and continuous improvement. • Serve as a liaison across departments to ensure consistent communication, service standards, and training alignment. • Coordinate and manage training logistics, including scheduling, communications, and session preparation for both synchronous and asynchronous learning. • Maintain accurate documentation of training activities and outcomes, including attendance, completion rates, and CSR readiness. • Manage course materials within the Learning Management System (LMS), ensuring content is current, accessible, and accurately tracked. • Continuous Improvement & Innovation (10%) • Stay current on contact center, learning and development, and customer experience best practices, incorporating improvements into training programs. • Support the rollout and adoption of new tools, technologies, frameworks, and operational processes through structured training and enablement. • Contribute to the ongoing evolution of training standards, learning paths, and enablement strategies as the organization grows.
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