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.  

WHAT’S 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 Medi...