Lead - Technical Training - Shaw

Responsibilities

• 🎯 Training Delivery & Facilitation
• Lead end-to-end new hire, upskilling, and continuous learning training programs
• Facilitate engaging and interactive technical, product, and customer service training sessions
• Create a positive and inclusive learning environment that supports diverse learner styles
• Ensure trainees meet performance and knowledge benchmarks before production deployment
• 📊 Performance & Training Needs Analysis
• Analyze performance data, quality scores, and operational metrics to identify training opportunities
• Develop and implement Training Needs Identification (TNI) programs aligned with client KPIs
• Provide coaching interventions and refresher training to improve consultant performance
• Partner with Operations and Quality teams to align training with business objectives
• 🤝 Coaching & Stakeholder Collaboration
• Coach and mentor consultants to strengthen technical expertise and customer handling skills
• Support leadership teams in driving performance improvement initiatives
• Collaborate cross-functionally with Quality, Operations, and Client stakeholders
• Contribute to continuous improvement of training content, delivery methods, and learning tools
• 📚 Content Development & Innovation
• Design, update, and enhance training materials, learning modules, and facilitator guides
• Integrate adult learning principles and innovative training methodologies
• Leverage digital learning platforms and tools to improve engagement and knowledge retentio

Requirements

• ✔ Qualifications & Experience
• Bachelor's Degree in any field
• At least 2 years of experience in Training, Learning & Development, or similar role within BPO or customer service environment
• Experience delivering technical or product-focused training is highly preferred
• Strong understanding of North American customer culture and communication style
• ✔ Technical & Professional Skills
• Proficient in MS Office (PowerPoint, Excel, Word)
• Typing speed of at least 30 WPM with 85% accuracy
• Strong facilitation, coaching, and presentation skills
• Knowledge of adult learning principles and training methodologies
• Strong analytical and performance-driven mindset
• ✔ Behavioral Competencies
• Excellent communication and interpersonal skills
• Strong leadership, mentoring, and stakeholder management abilities
• Highly organized with strong time management and multitasking skills
• Adaptable and comfortable working in a fast-paced, dynamic environment
• Strong customer focus and problem-solving mindset
• Demonstrates professionalism, integrity, and confidentiality
• Preferred but Not Required
• ⭐ Experience supporting web hosting, domain management, or technical support programs
• ⭐ Experience working with learning management systems or digital learning platforms
• ⭐ Exposure to performance improvement frameworks or instructional design
• Internal Qualifications:
• Must have FY25 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA
• willing to work onsite in Shaw

Additional Information

Role Overview We are looking for a passionate and results-driven Lead - Technical Training who will play a critical role in shaping the learning experience of our Customer Service Consultants supporting GoDaddy. In this role, you will lead training initiatives, design impactful learning programs, and ensure employees are equipped with the technical expertise, product knowledge, and customer experience skills needed to drive program success. You will also serve as a performance partner by identifying skill gaps and implementing targeted training strategies aligned with business and client goals.

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