The role is responsible for improving employee productivity by assessing company-wide developmental needs and arranging suitable training for Call Center staff and agency personnel. It covers functional skills and service mindset training for new hires and existing employees, including monitoring, evaluation, continuous improvement, and learning tools to verify CSR knowledge and service skills. The specialist also supports talent and recruitment activities, including assessment methodology, academy programs, coaching for high-potential employees, feedback on readiness for higher roles, and participation in candidate assessment and interviews. Additional methods include external training, conferences, online learning, mentoring, and self-learning.






