Global L&D Manager
14West / The Contact Center (TCC)
Lead global training programs, trainer operations, learning systems, and knowledge management initiatives for multiple publishing clients.
Deliver live and virtual onboarding, upskilling, and soft-skills programs for agents and managers across U.S., Ireland, and Philippines operations.
Maintain learner satisfaction above 4.5/5 and first-time certification pass rates above 90%.
Administer LearnUpon, KnowledgeOwl, and Talkdesk Copilot, including user management, course builds, certification paths, and reporting.
Led the integration of KnowledgeOwl content into Talkdesk Copilot, building tagging, intent, and metadata structures to improve search results.
Oversee scheduling and development for three trainers across six client programs, supported by onboarding plans, scorecards, and mentoring structures.
Built SharePoint onboarding hubs, Power Automate workflows, and browser-based decision trees to improve coordination and self-service learning.