Role and Key Responsibilities

• Develop and implement a learning content strategy aligned with business and operational goals.
• Identify training needs based on process changes, business requirements, and performance data, TNA/TNIs
• Plan and manage the content development roadmap and deliver
• Collaborate with operations, quality, HR, and business teams to gather inputs and validate content.
• Ensure team productivity, skill development, and adherence to timelines. Oversee the creation of engaging, process-specific, and role-based learning content.
• Ensure use of adult learning principles.
• Promote the use of interactive formats like e-learning modules, simulations, videos, and job aids.
• Review and approve content to ensure accuracy, consistency, and compliance with business and regulatory standards.
• Maintain version control and documentation of all learning materials.
• Ensure content is accessible and inclusive for diverse learner groups.
• Leverage Learning Management Systems (LMS) and authoring tools if necessary
• Integrate AI, analytics, and gamification to enhance learner engagement and track effectiveness.
• Stay updated on emerging learning technologies and trends.
• Use Kirkpatrick's model or similar frameworks to evaluate training effectiveness.
• Analyze learner feedback, performance metrics, and business outcomes to refine content.
• Drive a culture of continuous learning and innovation.
• Act as a point of contact for business regarding training content.
• Present content strategies, updates, and impact reports to internal and external stakeholders.
• Ensure alignment with Service Level Agreements (SLAs) and business expectations.

Key Skills and knowledge

• Bachelor's & degree in related field with more than seven years of relevant experience (with two to four years of Progressive Mgmt. Experience) preferred.
• Prior experience in customer service or call centre environment preferred.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to mentor, coach and provide direction to team members.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work in a flexible schedule.
• Travel required.
• Ability to effectively present information to internal and external associates.