We are seeking a dynamic and experienced Training and Development Specialist to join our team and help us achieve our goals. The Training and Development Specialist will be responsible for designing, implementing, and evaluating training programs that enhance the skills and knowledge of our call center employees.

Key Responsibilities:

• Conduct new hire trainings (up to 12-week programs)
• Conduct ongoing service, product and policy training
• Develop and deliver comprehensive training programs tailored to the needs of department and teams.
• Conduct training sessions, workshops, and seminars both in-person and virtually.
• Assess training needs through surveys, interviews, and consultations with managers.
• Evaluate the effectiveness of training programs and make necessary adjustments.
• Collaborate with subject matter experts to ensure training content is accurate and up-to-date.
• Maintain training records and track employee progress.
• Provide coaching and support to employees to enhance their professional development.
• Meet with the Supervisors to identify coaching opportunities.
• Aid the sales department in enhancing the sales performance by coaching and training agents. Analyze KPI reports and determine training opportunities

Requirements

• Bachelor’s degree in Human Resources, Education, Business Administration, or related field required
• Certification in training or instructional design (e.g., CPTM, ATD) is a plus
• Call Center experience is a plus
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Microsoft Teams.
• Potential to travel internationally to deliver training and development programs at various company locations.
• Strong presentation and facilitation skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple projects simultaneously.
• Experience with e-learning platforms and tools.
• Familiarity with performance coaching or mentoring is desirable.
• Ability to adapt training for diverse audiences and learning styles.
• Travel Industry background a plus
• Must be people-oriented, patient, flexible, organized and able to work independently and possess astute interpersonal problem-solving skills