Senior Learning Excellence Specialist (Maternity Cover)

About the role

This is a maternity cover position for approximately 1 year duration. You'll manage and deliver training programs to ensure BPO agents and internal Care teams hit their performance targets, leveraging AI tools and technologies to design, deliver, and optimize training programs for faster and more effective learning outcomes.

What you'll do

• Manage and deliver training programs to ensure BPO (Business Process Outsourcing) agents and internal Care teams hit their performance targets
• Leverage AI tools and technologies to design, deliver, and optimize training programs for faster and more effective learning outcomes
• Identify knowledge gaps among tenured and new hire/tenure agents and design tailored training sessions to address these gaps
• Organize and facilitate training sessions to communicate new procedures and updates
• Collaborate with cross-functional teams to ensure procedural changes are seamlessly integrated into training programs
• Contribute to the development of a culture of learning excellence and continuous improvement
• This role might require occasional travel, typically at least once a year, involving long-haul flights (9+ hours). Trips are usually planned well in advance and last an average of 1-2 weeks

What you'll need

• You have 3+ years of experience in customer service environments
• You are skilled at analyzing data, identifying knowledge gaps, and taking action based on insights
• You have hands-on experience using AI to improve learning outcomes (e.g., building AI tutor/coach for agents; building AI-supported practice flows like role-plays and simulations; using AI to create/refine training content, quizzes, and knowledge checks; and leveraging multiple AI learning tools to speed up content creation and personalize learning)
• You excel at creating effective and clear presentations on complex topics
• You have experience managing projects and collaborating with multiple stakeholders
• You have an operational mindset, a "doer" attitude, and the ability to solve problems quickly and efficiently

Nice to have

• Experience in a BPO (Business Process Outsourcing) environment or working closely with BPOs is a plus

What they offer

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration and two days of optional at home focus time
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Health and wellness benefits