Senior LXL

TaskUs

1. Program Design, Development, and Delivery

• Lead the end-to-end training lifecycle, including the delivery of onboarding, product knowledge, sales, soft skills, and customer service excellence programs for new hires.
• Design, develop, and maintain comprehensive training materials, resources, and curricula, including instructor-led sessions, online courses, and job aids, ensuring they align with program objectives and adult learning principles (e.g., AGES Model).
• Conceptualize training strategies and new initiatives based on operational data, client needs, and industry best practices.
• Plan and organize resources for each training class, manage the classroom experience, and execute contingency plans for technical or logistical issues.

2. Performance Analysis and Coaching

• Conduct training needs assessments (TNA) and root cause analysis (RCA) to identify recurring knowledge, skill, and behavioral gaps in agent performance.
• Monitor, track, and assess trainee progress and learning comprehension throughout the training and nesting phases, providing timely, high-impact coaching and feedback.
• Design and execute On-the-Job Training (OJT) and Performance Improvement Plans (PIPs) for underperforming metrics, driving improvements in key performance indicators (KPIs) such as time-to-productivity, quality scores, conversion rates, and retention.
• Evaluate agent interactions (phone, chat, email) against quality and compliance guidelines, providing insights to refine agent skills and optimize performance.

3. Leadership and Stakeholder Collaboration

• Provide mentorship and guidance to junior trainers, floor coaches, and subject matter experts (SMEs), ensuring consistency in instructional excellence and delivery methodologies.
• Collaborate closely with operations, quality assurance, and workforce teams to align training strategies with broader business goals and operational demands.
• Maintain accurate training records, reports, and statistics, proactively communicating status and results to business leaders and stakeholders.
• Act as a subject matter expert (SME) resource, responding to employee and manager inquiries about programs, processes, and policies.