Training Coordinator-Learning & Development

Key Responsibilities

• Training Operations & Scheduling

• Build and publish weekly/monthly training calendars for NHT, cross-training, and refreshers.

• Coordinate trainers, training rooms, VC links, systems access, IDs, and learning materials.

• Align training capacity with hiring plans; manage batch sizes, trainer utilization, and room utilization.

• New Hire Training & Onboarding Support

• Coordinate day 0day n activities: induction, documentation checks, system readiness, tool access.

• Track trainee attendance, progression, OJT readiness, nesting transitions, and floor absorption.

• LMS & Content Administration

• Enroll cohorts/spoc, assign curricula, monitor completion, track assessments/surveys, and maintain learning records.

• Version control of content; upload and maintain updated SOPs, process guides, and compliance modules.

• Assessment, Certification & Reporting

• Administer quizzes, skill checks, certification tests (product/process, quality, compliance).

• Generate and share batch progress reports, training effectiveness dashboards, and completion trackers.

• Stakeholder Management

• Liaise with Recruitment, IT, WFM, Operations, Quality, and Compliance to ensure readiness and smooth handovers.

• Publish training updates, closures, risks, and mitigation plans to stakeholders.

• Quality & Compliance

• Ensure audit-ready documentation (attendance, materials, assessments, feedback).

• Support ISO/ISMS/PCI/HIPAA (as applicable) learning mandates and refreshers.

• Continuous Improvement

• Collect trainee and SME feedback; track action items to improve TNI/TNA, design, and delivery coordination.

• Support the L&D Manager in pilots, new process training launches, and content localization.

Qualifications & Experience(International EXP is Mandatory)

• Bachelors degree (HR, Business, Psychology, Education, or related field preferred).

• 24 years of experience in Training Coordination, L&D Ops, or WFM/LMS administration—BPO experience strongly preferred.

• Familiarity with contact center environments (AHT, FCR, CSAT, QA, Compliance).

Skills & Competencies

• Operational Excellence: Scheduling, capacity planning, coordination under SLAs.

• Data & Tools: Proficient in Excel/Google Sheets (lookups, pivots), LMS (e.g., Cornerstone), survey tools, basic BI (Power BI/Tableau exposure is a plus).

• Communication: Clear written and verbal communication; stakeholder management across functions.

• Detail Orientation: Documentation, audit-readiness, version control.

• Agility: Comfortable with frequent change requests, staggered shifts, and high-volume cohorts.

• Behavioral: Ownership, follow-through, problem-solving, customer focus.

Tools & Systems (Illustrative)

• LMS: Cornerstone/Workday/SAP Litmos/Moodle

• Collaboration: MS Teams/Zoom/Slack

• HRIS & ATS: [Your HRIS/ATS] for onboarding coordination

• Reporting: MS Excel, Power BI/Tableau (view/refresh)

• Contact Center: CRM, KMS, QA tools (program-specific)

Work Conditions

• Rotational shifts and week-offs as per business requirements (US).

• Onsite presence during NHT/nesting preferred; hybrid flexibility for content/LMS work as per role.