Learning Partner

Job Summary

To enhance training effectiveness in a remote environment, the full-time Learning Partner will design, deliver, and continuously improve training programs for call center teams, focusing on operational performance, quality, and career growth.

Key responsibilities

• Design and deliver comprehensive training programs, including onboarding and role-specific training for call center agents
• Facilitate engaging training sessions, adapting to various experience levels and learning styles while managing classroom dynamics
• Partner with Operations leadership to identify performance gaps and align training solutions with key metrics such as quality and customer satisfaction

Required qualifications

• Bachelor's degree in Education, Instructional Design, or a related field; Master's degree preferred
• 3+ years of experience in training delivery within a call center or customer support environment
• Strong understanding of adult learning principles and instructional design methodologies
• Proven ability to coach frontline employees and manage classroom dynamics in both in-person and virtual settings
• Experience using call center metrics to inform training design and measure effectiveness