Role Summary
The Sr. Training Leader for the EDG Transformation Team is responsible for
designing, building, and delivering a comprehensive training ecosystem that
equips Customer Service Representatives (CSRs) — both internal and co‑sourced —
with the skills, knowledge, and tools required to perform at a high level in a
modernized EDG operating model. This leader ensures training programs are
role‑specific, scalable, measurable, and tightly aligned to EDG’s transformation
priorities, customer experience standards, and operational excellence goals.
Key Responsibilities
Training Strategy & Design
Develop the end‑to‑end training strategy for CSR roles across EDG, including
onboarding, upskilling, cross‑training, and transformation‑driven capability
shifts.
Build role‑specific curricula that reflect EDG’s service model, processes,
systems, and customer experience expectations.
Partner with transformation leaders to embed new workflows, technologies, and
behaviors into training programs.
Program Development & Delivery
Create high‑quality training content, including modules, playbooks,
simulations, assessments, and certification paths.
Lead delivery across multiple formats (virtual, in‑person, self‑paced,
microlearning) to support diverse learner needs.
Ensure training is consistent, scalable, and adaptable across internal teams
and co‑sourced partners.
Co‑Sourced Partner Enablement
Collaborate closely with BPO/co‑sourced partner leadership to ensure training
alignment, readiness, and performance consistency.
Establish shared training standards, quality expectations, and certification
requirements.
Monitor partner training execution and provide coaching, feedback, and
continuous improvement guidance.
Operational Integration
Work with Operations, Quality, Workforce Management, and CX teams to ensure
training reflects real‑world workflows and performance expectations.
Support new process rollouts, system launches, and transformation initiatives
with targeted training and change enablement.
Maintain tight alignment with EDG’s contact center leadership to ensure
training supports operational goals.
Measurement & Continuous Improvement
Define training KPIs, certification criteria, and effectiveness measures.
Analyze performance data to identify skill gaps, training needs, and
opportunities for improvement.
Continuously refine content based on VOC, QA insights, operational feedback,
and transformation outcomes.
Leadership & Collaboration
Lead a team of instructional designers, trainers, and facilitators.
Foster a culture of learning, coaching, and continuous development across EDG
and partner sites.
Serve as the training voice within the Transformation Team, influencing
strategy and execution.
Qualifications
8–12+ years of experience in training, learning & development, or contact
center operations.
Proven success designing and delivering training for CSR or customer-facing
roles.
Experience working with co‑sourced/BPO partners and managing training
consistency across multiple sites.
Strong instructional design skills and familiarity with modern learning
technologies.
Excellent communication, facilitation, and stakeholder management
capabilities.
Experience supporting transformation, new system launches, or large-scale
process changes preferred.
Ability to travel up to 50% throughout the enterprise region.
Success Profile
A successful Training Leader on the EDG Transformation Team is:
Customer‑centric — builds training that elevates service quality and
experience.
Structured & disciplined — creates scalable, repeatable training frameworks.
Collaborative — works seamlessly across EDG and partner organizations.
Insight‑driven — uses data to refine content and improve performance.
Change‑ready — adapts quickly and supports teams through transformation.
Impact‑focused — ensures training drives measurable improvements in CSR
capability and customer outcomes.
Target Salary Range: $100,000 - $150,000 salary a year with the opportunity for
eligible employees to earn additional compensation pursuant to the Company’s
bonus plan. Exact pay will be based on factors including, but not limited to
relevant education, qualifications, certifications, experience, level,
geographic location, and business and organizational needs. Full-time positions
are eligible for competitive benefits, including paid time off, health, dental,
vision, life, disability benefits and 401(k).
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