Contact Center Training Manager

Job description

Job Title Contact Center Training Manager Job Description: In this role, you have the opportunity to develop, establish and direct training strategies and policies to ensure the maximum effectiveness of the Contact Center Global organizations. This position will also work closely with the Markets and BGs teams to incorporate marketing/product strategy into training curriculum as well as provide guidance within the Contact Center organizations across the globe and share best practices. Your role: Responsibility for: Global curriculum ownership and governance Define and maintain curriculum structure, learning objectives, templates, and training standards for onboarding and continuous learning Ensure training content is aligned to business priorities, customer journeys, system changes, process updates, and product developments Partner with Philips SMEs on what content is needed, when it is needed, and how it should be translated into learner-focused materials Create and maintain training documentation and supporting materials Learning design and capability building: Design and improve blended learning solutions, including instructor-led, self-paced, and reinforcement learning approach...