Job Description
(CX Training | Performance Enablement | Capability Building)
Position Summary
The Learning & Development Lead for Client & Partner Support is responsible for designing, delivering, and measuring training programs that elevate service quality, performance consistency, and customer lifetime value.
This role ensures that every representative — across Support, Displaced, White Label, and Live Receptionist — is equipped with the mindset, skills, and product mastery required to drive retention, revenue through experience, and operational excellence.
Core Goals
- Build a scalable, structured training framework aligned with CX standards.
- Increase client retention and lifetime value through skill-based performance improvement.
- Strengthen leadership capabilities across supervisors and future leaders.
- Drive measurable improvement in CES, recovery rates, revenue through service, and operational consistency. <...