Training Technical Lead
Description
The Training Technical Lead will act as the bridge between Training strategy and execution, ensuring training initiatives are well-structured, prioritized, and effectively delivered across internal teams and BPOs. You will also be responsible for demand structuring, quality assurance of training outputs, and onboarding effectiveness, ensuring training translates into measurable operational performance. In addition, you will drive stakeholder alignment and continuous improvement of training processes, with a strong focus on ramp-up efficiency and agent performance.
Responsibilities
- Align with stakeholders (internal and external) to structure new training demands;
- Translate business needs into training approaches and content direction;
- Review and refine materials developed by analysts;
- Monitor training performance and identify opportunities for improvement;
- Follow-up on the onboarding and nesting journey of new BPO agents (readiness, gaps, performance);
- Support ongoing initiatives (onboarding, refreshers, product/process updates);
- Act as an escalation point for training-related topics.
Requirements
- Experience in Training, Learning & Development, or Operations, preferably within a CX, Backoffice, or BPO environment;
- Strong experience in instructional design and training structuring;
- Experience managing onboarding/nesting programs and performance follow-up;
- Strong stakeholder management skills, both internal and external;
- Experience with LMS/e-learning tools;
- Exposure to automation/chatbot/product flows;
- Proficiency in data analysis (Excel, Sheets);
- Advanced proficiency in English.
Benefits
- A buddy will support you with your onboarding
- Commuting allowance
- Competitive pay & bonus scheme
- Dental Insurance for you and your dependents
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Life Insurance
- Mental Health: Zenklub Sessions
- Monthly meal allowance
- Multi-sport card
- Private health insurance for you & your family
- Unlimited access to Udemy & continuous training
