Training Lead

3 days ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time $90,000 - $120,000 per year

We are looking for a strategic and innovative Training Lead to oversee the design, development, and execution of training programs across all customer service teams. This role will ensure agents are fully equipped to deliver high-performance support through impactful onboarding, continuous learning, and skills development initiatives.

You'll lead a team of 6 trainers and 2 process specialists, collaborating closely with QA, Operations, and cross-functional teams to build scalable, engaging training solutions that drive performance, retention, and customer satisfaction.

Key Responsibilities:

  • Lead and manage the training team (6 trainers + 2 process analysts), providing coaching, direction, and performance management.
  • Design and maintain a strategic training roadmap, covering onboarding, upskilling, and refreshers across channels and verticals.
  • Develop and innovate training formats, including in-person, remote, and self-paced methods (e.g., blogs, location-based modules).
  • Translate QA findings and performance gaps into targeted training programs.
  • Improve training engagement and retention through continuous innovation in delivery and content.
  • Partner with stakeholders to ensure training aligns with business goals and agent performance metrics.
  • Evaluate training effectiveness using qualitative and quantitative feedback.
  • Recommend and help implement training tools, automation, and LMS solutions to scale impact and efficiency.
  • Analyze ticket trends and define areas for prevention and efficiency and act upon these areas.
  • Recommend or design tooling/automation solutions to improve efficiency of CS processes.

Qualifications & Experience:

  • 10+ years in training, learning & development, or process improvement roles within customer service or operations.
  • Proven leadership experience managing a training or L&D team.
  • Strong understanding of adult learning principles and blended learning strategies.
  • Analytical mindset with experience in performance tracking and continuous improvement.
  • Excellent communication and presentation skills.
  • Familiarity with LMS systems and training design tools is a plus.

Bonus Skills:

  • Experience with QA insights to inform training.
  • Exposure to training automation or AI-enabled training tools.
  • Background in digital learning and remote facilitation best practices.

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