Learning And Development Officer

The trainer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information, and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, and deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.
Daily Activities:

Deliver Training Sessions:
Facilitate training programs such as new hire onboarding (GROW), soft skills, product training, or technical troubleshooting, ensuring alignment with both the curriculum and operational needs (PST).
Provide hands-on, interactive learning experiences through live simulations, role-playing, and e-learning platforms (nesting).

Support Agents on the Floor:
Act as a floor walker during production periods, offering real-time support and guidance to agents, especially those in their incubation phase.
Assist agents with technical troubleshooting, handling escalations, and providing coaching to improve their performance on live customer interactions.

Track Agent Progress (30-60-90 Performance Tracking):
Monitor the progress of agents undergoing training, especially new hires, by tracking assessments, participation, and engagement levels.
Document individual agent performance, identifying those who may need additional support or coaching.

Provide Feedback to the Training Supervisor:
Communicate with the Training Supervisor daily to report any challenges, agent performance issues, or areas of improvement observed during training or on the production floor.

Training Material Preparation:
Review and prepare the necessary training materials, including slides, job aids, and system walkthroughs, ensuring content is up-to-date and relevant for the day's session.

Weekly Activities:
Meetings with the Training Supervisor:
Participate in weekly check-ins with the Training Supervisor to review the week's activities, provide updates on training progress, and discuss any curriculum or delivery improvements needed.

Training Session Evaluations:
Review and analyze feedback from trainees and performance data to evaluate the effectiveness of the week's training sessions (deliberation).
Adjust training delivery methods based on participant feedback or observed issues during sessions.

Agent Performance Reviews:
Collaborate with Operations Managers to discuss agent performance post-training, providing insights into areas where additional coaching may be needed.
Conduct weekly follow-up coaching sessions for agents who require additional support or who are underperforming.

Coordinating Next Week's Training:
Plan and coordinate the training schedule for the upcoming week in collaboration with the Training Supervisor and Operations, ensuring all necessary materials and tools are ready.

Update Training Content:
Work with the Training Supervisor to make any necessary updates to training materials, ensuring they reflect current products, processes, or client requirements.

Performance Reviews with Operations Managers:
Meet with Operations Managers & Training Supervisor to discuss agent performance post-training, review progress on new hires, and ensure training objectives are being met. Provides additional insights on NH Performance and tenured team members.

Weekly PMA Implementation (frequency may vary depending on the project):
Rolly out weekly PKT focused on key areas in performance

Quality Evaluations (This apply to L&D Officers during off season):
Conduct one internal quality audit per agent per week. This is to systematically assess and ensure the quality, compliance, and efficiency of processes, customer interactions, and service delivery. These audits play a critical role in identifying areas for improvement, enhancing customer satisfaction, and maintaining operational standards.

1 Hour of Call-Taking (This apply to L&D Officers during off season):
Live Call Handling: Dedicate 4 hours per month to handling live customer calls. This helps flex trainers stay up-to-date on current processes, issues, and client needs while maintaining hands-on experience with the systems and customer interactions.
AHOD: Dedicate themselves to handle live customer calls during all hands on deck days.
Monthly Activities

Training Program Assessment:
Assist in reviewing the overall effectiveness of the training programs delivered during the month by analyzing performance metrics such as knowledge retention, completion rates, and post-training agent performance.
Provide recommendations for improving future training sessions, focusing on areas of high impact such as customer satisfaction (CSAT), average handle time (AHT), and first call resolution (FCR).

Performance Reviews with Operations Managers:
Meet with Operations Managers & Training Supervisor to discuss agent performance post-training, review progress on new hires, and ensure training objectives are being met. Provides additional insights on NH Performance and tenured team members.

Trainer Team Meeting:
Attend monthly meetings with the Training Supervisor and other trainers to discuss training strategies, share best practices, and identify new opportunities for enhancing the training program.

Collaborate with Operations Teams:
Conduct meetings with Operations Managers to gather feedback on agent performance and training effectiveness, ensuring alignment between training content and operational needs.
Use feedback to adjust coaching or create tailored training sessions based on operational challenges.

Host Refresher Sessions (as needed):
Organize and facilitate monthly refresher training for existing agents to address areas of concern, reinforce key concepts, and update teams on any new tools or processes.

Submit Monthly Reports (as needed):
Prepare a report for the Training Supervisor detailing the month's training sessions, agent performance data, and feedback from both trainees and operations. Include insights and action plans for addressing any gaps.

Yearly Activities

Annual Performance Review:
Participate in a formal annual performance review with the Training Supervisor, discussing achievements, areas for improvement, and goals for the coming year.
Set personal development goals and discuss any certifications, additional responsibilities, or leadership roles you aim to pursue.

Contribute to Annual Training Needs Assessment:
Assist the Training Supervisor in conducting an annual assessment of the training needs across the organization, based on agent performance trends, client feedback, and business goals.
Provide insights on skill gaps and recommend new training initiatives for the upcoming year.

Review of Training Curriculum:
Take part in a comprehensive review of the entire training curriculum, suggesting updates or redesigns where necessary to keep training relevant, engaging, and aligned with both client and operational requirements.
Work with the Training Supervisor and Training Manager to implement any large-scale curriculum changes or the introduction of new learning methodologies.

Annual Team Development:
Participate in professional development workshops or certification programs designed to enhance instructional delivery, technical skills, or industry knowledge.
Attend industry conferences or internal development programs to stay updated on the latest trends and techniques in training, coaching, and facilitation.

Recognize and Celebrate Success:
Help identify key achievements from the training team, celebrate milestones reached by agents in their development, and recognize top-performing trainees during the year.
Share success stories and positive outcomes from training programs with the broader team and leadership.

Annual Strategic Planning:
Training Strategy for Next Year: Collaborate with the Training Supervisor, Training Manager, and Operations Leaders to develop the strategic training plan for the next year. This includes forecasting training needs, new program development, and scaling for peak periods.
Year-End Reporting: Provide a detailed report on all training activities, content updates, call-taking experiences, and training effectiveness throughout the year. Highlight areas for growth and key achievements.


Qualifications: At least 1 year of corporate work experience in a learning and development role.Around 80% of EnglishWorking knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook), Visio, Captivate, or any e-learning tool.Above-average problem-solving and decision-making skills. Excellent written and verbal communication skills. Excellent public presentation skills and classroom management.To Live within Guadalajara's Metropolitan Zone