Learning & Development Lead

(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.
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