Contact Center Workforce Development Specialist

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:

•    Conduct training needs assessments through surveys, interviews, and consultations with managers and team leads
•    Design and develop comprehensive training programs for both soft and technical skills in various formats (in-person, virtual, e-learning, blended)
•    Plan, coordinate, and deliver internal and external training sessions; manage training logistics and maintain the training calendar
•    Evaluate training effectiveness using assessment tools and performance metrics; analyze data and prepare actionable reports
•    Support talent development initiatives, including career pathing and mentoring programs
•    Create engaging, interactive training content using modern methods such as gamification
•    Collaborate with HR and leadership to define and prioritize technical and behavioral competencies, especially for contact center roles
•    Continuously improve training programs based on feedback, research, and industry trends
•    Contribute to building an internal competency academy and explore external training opportunities
•    Maintain detailed training records, LMS data, and contribute to L&D reporting and process improvement

Requirements:

•    Bachelor's degree or higher in Human Resources, Management, Psychology, Education, or related fields
•    Proficiency in digital learning tools (LMS, content creation) and data-driven training evaluation
•    Strong communication and collaboration skills, with empathy and teamwork at the core
•    Creative mindset with a passion for innovation, ownership, and continuous improvement
•    Minimum 1 year of experience in training, L&D, or preferably in a customer support or contact center environment

Benefits: 

•    Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
•    Complementary Insurance
•    Educational platform of advanced courses
•    Snappfood’s Discount codes
•    Loans