Senior Specialist - Training

Overview

Training Program Development & Execution

• Design and managing structure onboarding programs for new GSC hires and BPO staff.
• Develop role specific training programs, including customer service skills, system, and escalation handling
• Implement a mix of e-learning modules, interactive workshops, and real-time coaching to enhance learning effectiveness.

Collaboration & Continuous Improvement

• Align training content with Knowledge Management resources and operational workflows to ensure accuracy
• Work closely with BPO partners and internal teams to maintain training consistency across all service channels
• Stay updated on industry best practices and emerging training methodologies to enhance GSC staff capabilities
• Track and report training completion rates, assessment scores, and post-training performance improvements.
• Use data-driven insights to refine training strategies and ensure alignment with business objectives.
• Minimum qualification:
• Bachelor’s or master’s degree in Learning & Development, Human Resources, Education, or a related field

Certifications

• COPC HPMT (High Performance Management Techniques) or TOT required

Years Of Relevant Experience

• 3+ years, preferably with majority in service-training domains.
• Nature of Experience:
• Experience in training delivery, capability building, or customer-service environments preferred.
• Experience working in a related area in a leading professional-services firm, prestigious consulting firm or entertainment/real estate industry preferred.