L&D Specialist

Role Overview:
We are looking for a dedicated L&D Specialist to act as the key liaison between the Learning & Development team and our Customer Service (CS) Departments. In this role, you will bridge the gap between strategy and operations, ensuring our agents are motivated, skilled, and aligned with business goals.

Key Responsibilities:

• Stakeholder Liaison: Partner with Team Leads to identify skill gaps and training needs within the CS departments.
• Performance Management: Design and implement the right KPIs to measure staff performance, specifically regarding bonus structures and incentive payouts.
• Continuous Improvement: Analyze customer service metrics to create training programs that drive constant improvement in service quality.
• Progress Tracking: Monitor staff development and report on the ROI of training initiatives.
• Ad-hoc Tasks: Support the CS management with any other tasks related to staff development and performance as assigned.

Requirements:

• Education: Bachelor's degree in Human Resources, Business Administration, Psychology, or a related field.
• Experience: Minimum of 2 years of proven experience in Learning & Development, Training, or a similar role within a Customer Service environment.

At Focus IT Services Pvt Ltd, we offer a supportive and inclusive work environment, competitive compensation, and opportunities for professional growth.

• Shift Timings: 01:00pm to 09:45pm [Monday to Saturday]
• Location: Bahria Town Phase 4, Rawalpindi
• Job Type: Full-time

Job Type: Full-time

Pay: From Rs100,000.00 per month

Work Location: In person