Responsibilities:

Strategic Leadership & Global Learning Services:

• Own the end-to-end learning strategy, serving as the single point of contact and chief decision maker for all agent-facing learning initiatives across different accounts.
• Drive the strategic vision for new hire training, ongoing learning, and comprehensive knowledge management, ensuring direct alignment with business objectives and key performance indicators (KPIs).
• Champion the integration of automation and digitalization within the learning ecosystem, identifying opportunities to leverage AI, machine learning, virtual reality, gamification, and other digital tools to enhance content delivery, personalized learning paths, and performance support.
• Own performance on all critical KPIs, demonstrating direct impact of training initiatives on customer satisfaction, efficiency, and agent proficiency.
• Act as the p...