Learning & Development Specialist - GCC (Night Shift Operations)

About the role

This position partners with HR, Operations, Quality, Product and team leads to deliver learning programs for the Global Contact Center (GCC) on a night‑shift schedule. It operates on the North America shift with partial overlap into the India day shift, ensuring alignment of training activities across global stakeholders. The role provides daily learning operations support, handling onboarding logistics, LMS tracking and progress reporting.

Key responsibilities

• Facilitate onboarding, foundational and skill‑based training sessions using classroom, virtual or blended formats.
• Design and maintain instructional assets such as facilitator guides, workbooks, presentation decks and e‑learning modules.
• Conduct training needs analysis, coach staff, and track new‑hire learning progress through 30‑60‑90 day milestones.
• Manage training logistics, LMS administration, reporting dashboards and vendor coordination.
• Enable leadership by communicating training outcomes and supporting advanced facilitation workshops.

Required profile

• Bachelor’s degree (Education, Business, HR, Engineering or related) with 2–4 years of facilitation and content development experience.
• Comfortable using a Learning Management System and proficient in Microsoft PowerPoint, Excel and Word.
• Strong communication, data‑tracking and organizational skills; ability to work in a fast‑paced GCC environment.

Required skills

• Learning Management System (LMS) usage
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Word