Customer Care Training Lead for Global BPO & Ops

Vivint; Lindon (UT); On-site; USD 65,000 - 95,000; Full time

Job summary

NRG Energy seeks an Associate Manager of Customer Care Training to lead training operations across BPO partners and multiple sites. You will develop training leaders, drive program effectiveness, and align learning initiatives with customer experience goals.

You will collaborate with Operations, Quality, Workforce Management, and Instructional Design to improve learner readiness and performance, guiding strategic initiatives and program updates across locations.

Qualifications

• Bachelor's degree or equivalent work experience.
• Two or more years leading a high performing team.
• Two or more years in training, learning and development, or corporate training.
• Two or more years in customer service, contact center ops, or related environment.
• Experience supporting BPO operations or dispersed teams.
• Ability to travel and adjust hours for US/international partner ops.

Responsibilities

• Lead training leaders and trainers across multiple lines of business and sites.
• Establish performance expectations and accountability for trainer effectiveness.
• Drive continuous improvement and operational excellence.
• Execute training strategies with sites to achieve goals.
• Evaluate training effectiveness using data and stakeholder feedback.
• Identify performance gaps and implement improvement plans.
• Partner with leadership to drive strategic initiatives and updates.
• Lead readiness for new launches, site expansions, and major initiatives.

Skills

Leadership

Coaching

Training needs assessment

Communication

Data analysis

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

NRG Energy seeks an Associate Manager of Customer Care Training to lead training operations across BPO partners and multiple sites. You will develop training leaders, drive program effectiveness, and align learning initiatives with customer experience goals.

You will collaborate with Operations, Quality, Workforce Management, and Instructional Design to improve learner readiness and performance, guiding strategic initiatives and program updates across locations.