Manager, Training & Agent Development
Skills
Adobe CaptivateAffinityCCSPCompetitive DifferentiationCustomer ExperienceOptimizationReadiness
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years managing training teams in a contact center or customer care environment
- Experience designing and delivering omni-channel training programs across phone chat email and digital channels
- Hands-on LMS administration and implementation experience
- Proven track record building brand and product knowledge curricula in a DTC or CPG environment
- Experience developing service-to-sales training programs with measurable revenue or conversion outcomes
- Proficiency with content creation tools such as Articulate 360 Adobe Captivate Canva or equivalent
- Experience collaborating with QA and CX brand teams to close training gaps from quality data
- Bachelor’s degree preferred or equivalent experience in training instructional design or L&D leadership
Nice to have
- Strategic communication
- Emotional intelligence
- Adaptability
- Cross-functional collaboration
- Instructional design excellence
- Data-driven decision making
- Leadership and coaching
- CPG acumen
- Omni-channel fluency
Day to day
- Lead the design delivery and continuous improvement of omni-channel training programs for customer care and experience teams.
- Equip agents with technical procedural and consultative skills across phone chat email and self-serve channels.
- Partner across CX Brand QA Workforce Planning and Analytics to translate launches campaigns and performance data into effective scalable training.