Learning & Development Lead

Learning & Development Lead

(CX Training Performance Enablement Capability Building)

Position Summary

The Learning & Development Lead for Client & Partner Support is responsible for designing delivering and measuring training programs that elevate service quality performance consistency and customer lifetime value.

This role ensures that every representative across Support Displaced White Label and Live Receptionist is equipped with the mindset skills and product mastery required to drive retention revenue through experience and operational excellence.

Core Goals

• Build a scalable structured training framework aligned with CX standards.

• Increase client retention and lifetime value through skill-based performance improvement.

• Strengthen leadership capabilities across supervisors and future leaders.

• Drive measurable improvement in CES recovery rates revenue through service and operational consistency.

• Embed a culture of continuous learning accountability and growth.

Key Responsibilities (Universal)

• Design and maintain onboarding and advanced training programs for Client & Partner Support teams.

• Identify training needs through performance data (CES recovery rate revenue QA scores churn data).

• Build training materials (slides facilitator guides worksheets simulations roleplays).

• Facilitate live sessions (virtual and in-person) including CX Excellence Product Mastery and Leadership Development.

• Partner with HR to upload track and measure completion within the LMS.

• Develop reinforcement systems (coaching guides calibration tools job aids SOP references).

• Create measurable post-training evaluation of metrics tied to business outcomes.

• Continuously refine content based on feedback VOC performance metrics and strategic direction.

Area-Specific Focus

• CX Excellence & Selling Through Service

• Build programs that strengthen active listening discovery empathy objection handling and value-based communication.

• Drive mastery of LAMA methodology and consultative service principles.

• Embed recovery psychology and de-escalation frameworks.

Product Knowledge & Positioning

• Develop product mastery modules for Virtual Office Live Receptionist Virtual Phone Coworking White Label.

• Translate complex operational processes into simple practical scripts and frameworks.

• Ensure representatives can explain the benefits clearly and confidently.

Leadership Development Program (LDP)

• Design and facilitate structured leadership modules for supervisors and high-potential team members.

• Strengthen coaching feedback mastery and performance accountability skills.

• Support succession planning and internal growth.

Operational & Performance Training

• Develop refreshers on compliance standards billing workflows cancellation policies and partner operations.

• Support onboarding standardization across departments.

• Align SOP training with measurable performance expectations.