Specialist Operations Training

Develops engaging training programs and interactive learning solutions for call center operations including onboarding and continuous education. The role collaborates with SMEs and Operations teams to design curriculum gamified e-learning content simulations and performance support materials that improve learner engagement consistency and operational performance.  

WHATS ON YOUR PLATE

1. Curriculum Design & Development:

• Lead the end-to-end design process using the structured learning paths for New Hire and Continuing Education programs Preferably SAM

• Develop comprehensive Facilitator Guides Participant Workbooks and Visual Aids that empower delivery trainers to achieve 100% curriculum consistency.

• Conduct thorough Task Analyses and Needs Assessments by collaborating with Subject Matter Experts (SMEs) and Operations Managers.

2. Gamification & Interactive Media:

• Architect gamified learning modules utilizing branching scenarios simulations and incentive-based mechanics (points badges leaderboards) to drive engagement.

• Build interactive e-learning modules high-fidelity simulations and digital job aids that mimic our actual call center environment.

• Create SCORM-compliant e-learning assets and interactive videos using rapid-authoring tools Canva Adobe Apps and MS Office.

• Design sandbox environments that allow learners to practice system navigation (CRM/Dialer) in a risk-free setting.

3. Continuous Improvement:

• Maintain the version control.

• Perform regular content audits to identify and refresh outdated or underperforming training modules.

Qualifications :

• Minimum of 2 years of experience as a Trainer with solid content creation experience.

• Candidates must have first-hand experience managing the learners journey from the front of the room.

• Proficiency in Genially is preferred.

• Excellent Communication skills.

• Strong leadership & people management skills.

Remote Work :

No

Employment Type :

Contract