Learning Manager- BPO International

Descrizione del lavoro:

Learning Manager - BPO International

Location open to: Germany, China: Guangzhou or Shanghai, Korea, Japan, Singapore, India and Thailand

We're looking for a BPO Learning Manager who will be responsible for the strategic oversight, design, and execution of training initiatives across Hyatt's international Business Process Outsourcing (BPO) partners. This role ensures customer-facing colleagues are equipped with the skills, knowledge, and tools required to consistently meet Hyatt service standards and deliver exceptional guest experiences.

Working closely with Hyatt's global and regional stakeholders, the BPO Learning Manager ensures alignment, consistency, and high-quality learning experiences across all BPO locations, while embedding Hyatt's core values in everything we do.

What you'll do:

* Lead and oversee training strategy and delivery across Hyatt's global BPO partners to ensure consistent service excellence
* Design, implement, and continuously improve onboarding, certification, and recertification programs
* Develop engaging learning programs covering soft skills, systems, processes, and sales capabilities
* Partner with Hyatt stakeholders and BPO leadership to identify skill gaps and align training to business needs
* Measure training effectiveness using performance data and drive continuous improvement
* Embed Hyatt's values into all learning content and learning experiences
* Provide on-site training support to BPO partners as business needs require

Requisiti del candidato:

Qualifications:

Experience:

* Minimum 2 years' experience in a contact center environment, with exposure to learning, training, and operations.
* Experience supporting customer-facing teams in a service-driven environment is essential.
Education:
* Bachelor's Degree preferred
*
Certifications related to Learning & Development, e-learning, instructional design, or training delivery.
Computer Skills:
* Require 5 years experience with general Microsoft Office (Word, Excel, and PowerPoint) applications - intermediate to advanced proficiency preferred.
* Minimum 6 months experience with the Hyatt reservation system (Reserve) is preferred.
* Strong intuitive sense of new technology and can efficiently leverage resources to learn is preferred.
* Exposure to photo/image editing and/or video editing applications is preferred.
* Exposure to social media applications, Articulate Storyline or Microsoft Project Management is preferred.

What You'll Bring:

* Exemplary communication skills (oral, written, and listening)
* Strong analytical and problem-solving skills with exceptional attention to detail
* Excellent time management, event coordination, and prioritization skills
* Confident presentation and facilitation abilities
* Collaborative team player who works effectively across diverse teams and cultures