Head of Training

As the Head of Training, Content & Knowledge Management (KM) at Tabby, you will own the creation, delivery, and optimization of all training, content, and knowledge assets across the Customer Experience (CX) organization. This role is pivotal in fostering a customer-centric service culture. You'll be responsible for ensuring that all agents have the training and knowledge they need to perform at their highest potential.

Leadership & Team Management

• Lead the Training, Content & Knowledge Management teams, driving performance and fostering a culture of excellence that transitions to the agents and Ops managers.
• Empower and mentor a team of instructional designers, content creators, and knowledge management specialists.
• Champion the development of high-quality training programs, content strategies, and knowledge base management that enhance customer experience delivery.
• Collaborate closely with other teams, including Product, Operations, and Recruitment, to ensure content and training strategies align with organizational objectives, and the hiring team has your feedback of the best candidate profile.

Customer-Centric Training Development and Execution

• Develop, implement, and evaluate training programs with a core focus on customer-centricity, empathy, and service excellence.
• Continuously assess training needs and work to close knowledge gaps, collaborating with Product teams.
• Integrate customer feedback into content creation and training strategies, ensuring frontline agents are always equipped to handle various customer inquiries.
• Develop and maintain a centralized knowledge base, ensuring that content is accurate, easy to navigate, and accessible to all teams.
• Build content that empowers frontline agents, including articles, process documents, FAQs, and troubleshooting guides.
• Maintain a continuous feedback loop with agents to identify areas for improvement in content and knowledge assets.
• Ensure knowledge base content is regularly updated and aligned with current operational and product changes.

Performance Management & Metrics

• Track and measure the effectiveness of training and content programs.
• Develop success metrics such as knowledge retention, training effectiveness, and operational performance improvements.
• Ensure alignment between training initiatives and key business goals, including customer satisfaction (CSAT), first-contact resolution, and agent performance.
• Establish a continuous feedback loop with frontline agents to ensure training and content remain relevant and impactful.

Change Leadership & Stakeholder Collaboration

• Serve as a change leader, continuously optimizing training, content, and knowledge management processes in alignment with evolving company goals and customer needs.
• Collaborate with senior leaders and cross-functional teams to understand business priorities and integrate them into training and content strategies.
• Proactively communicate with stakeholders to ensure buy-in and understanding of the objectives and impact of training, content, and knowledge management initiatives.

Minimum Requirements

• Bachelor's degree in Business Administration, Education, Communications, or a related field.
• 7+ years of experience in training, content development, or knowledge management, with at least 3 years in a leadership role.
• Proven experience in customer-centric training and knowledge management, with an ability to inspire and lead teams.
• Strong background in content creation, instructional design, and training delivery across diverse formats (e-learning, in-person, etc.).
• Expertise in designing content strategies that drive operational excellence and customer satisfaction.
• Excellent leadership skills with the ability to influence, motivate, and develop high-performing teams.
• Proficiency in learning management systems (LMS), CRM platforms, and knowledge management tools.
• Strong analytical skills with experience in measuring program effectiveness and using data to drive improvements.

Success Metrics

• Training Effectiveness: Increased agent performance, higher knowledge retention, and better customer interaction outcomes.
• Knowledge Management Impact: Consistently updated and accessible knowledge base that drives operational efficiency and empowers agents.
• Customer Satisfaction: Enhanced customer experience, reflected in improved CSAT, and customer retention.
• Operational Efficiency: Streamlined workflows, improved first-contact resolution, and reduced handling times.

Company Industry

• Banking
• Broking

Department / Functional Area

• Training
• Learning

Keywords

• Head Of Training
• Content & Knowledge Management