This role will oversee training for new and current employees, help develop training programs for Technical Support staff, and leads the creation and implementation of processes and procedures. The role will also manage the planning and tracking of all training and development initiatives.

Responsibilities

The role is responsible for delivering and coordinating high quality training for Card at Once Technical Support employees, maintaining training records and procedures, and supporting the development of work instructions and SOPs. It includes assessing employee skills, conducting certifications, cross training, refresher training, and follow ups after training or corrective actions. The position collaborates with managers to identify training needs, performs quality reviews and spot checks, provides feedback on new processes, and supports leaders in delivering training materials—along with other assigned duties.

Qualifications

• 3 years of call center training experience
• Bachelor’s degree or higher
• TWI certification preferred
• Public speaking skills
• Conversational English required
• Proficient in Microsoft systems
• Experience developing and implementing company-wide training programs