IJP - Training Facilitator CustCare Global
Core
Facilitate onboarding, refresher, and upskilling training for global customer care teams while analyzing interactions to drive performance improvements.
Role type
Training Facilitator (Customer Care)
Builds
Training programs, coaching sessions, and knowledge resources for customer support agents
Domain
Business Process Outsourcing (BPO) / Customer Care
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Training facilitation, customer interaction analysis, resource creation, reporting, process improvement, product knowledge, system proficiency
Preferred skills
Cross-training, upskilling, quality evaluation, stakeholder communication
Technologies
Shelf, Bridge, Google Workspace (Slides, Sheets)
Responsibilities
Facilitate onboarding and refresher training for global markets, review live customer interactions to assess training effectiveness, create and maintain training resources, report on training outcomes and customer satisfaction, recommend procedure updates based on agent challenges
Seniority
Individual Contributor
