Senior Specialist - Training

The Senior Training Specialist is responsible for designing, developing, and leading comprehensive training programs and skill development initiatives for the Guest Support Center (GSC). This role ensures that GSC agents, supervisors, and leadership teams receive effective onboarding, continuous learning opportunities, and refresher training to maintain exceptional service standards. also drives innovation in training methodologies, evaluates program effectiveness, and collaborates with stakeholders including the vendor to align learning initiatives with organizational goals, fostering a culture of excellence and professional growth.

Scope/Responsibilities

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.