Director Of Training
CurrentResponsible for onboarding and ongoing agent training as well as other departments such as HR, Accounting, and Programming. Leveraging the LMS for distributed and asynchronous training with videos with questions, interactive training, AI analysis and coaching, and simulations/scenario testing. Developing and measuring KPIs to determine the effectiveness of the training and improvement of the agents. Working with a team to develop training as well as assisting agents in their professional development.