Learning & Development Expert

Position Overview: The Learning & Development Supervisor for the Sales and Chat Training Team is responsible for managing the full cycle of talent development from recruitment and onboarding to training, performance monitoring, and continuous improvement for newly hired chatters. This role plays a critical part in ensuring the team maintains high productivity, meets quality standards, and grows in capability over time. The position requires a proactive leader who can align learning initiatives with business objectives and produce measurable outcomes. Key Responsibilities: 1. Onboarding & Nesting Management Oversee trial shifts, onboarding programs, and certification assessments for new hires. Develop and manage structured nesting phases to ensure performance benchmarks are met. Make hiring decisions aligned with Assistant Sales Managers’ needs and maintain performance documentation for HR purposes. 2. Training & Upskilling Execution Collaborate with the Chat Sales Manager to refine sales strategies and align training accordingly. Design and implement role-playing sessions and sales technique workshops. Conduct performance assessments and provide real-time coaching. 3. Team Leadership & Coaching Mentor Hiring & Onboarding Team Leaders and Nesting Team Leaders. Conduct performance reviews and coaching sessions to ensure goal alignment across teams. 4. Performance Tracking & Strategy Adjustment Monitor daily progress and provide immediate feedback to optimize training methods. Review long-term training impact and refine programs based on data insights and skill gap analysis. Qualifications: 3–5 years of proven experience in training, learning & development, or instructional design, preferably within sales or customer support/chat environments. Demonstrated success in managing onboarding, nesting, and continuous learning programs. Strong leadership skills with experience supervising trainers, team leaders, or learning facilitators. Excellent facilitation, coaching, and presentation skills with the ability to engage diverse learner groups. Solid understanding of sales processes and customer engagement strategies. Analytical mindset with the ability to track training effectiveness, identify skill gaps, and implement improvements. Exceptional communication and interpersonal skills for cross-functional collaboration. Proficiency in using learning management systems (LMS), training tools, and performance tracking platforms. Ability to thrive in a fast-paced, dynamic environment and adapt training strategies to evolving business needs.