GBS Training Specialist

About the role

UPS is looking for a GBS Training Specialist to deliver training to new hires and existing Customer Care Representatives. The role covers instructor-led and virtual training on customer service, processes, systems and compliance, and keeps training records and certifications accurate.

Key responsibilities

• Facilitate instructor-led and virtual training programs for new hires and existing Customer Care Representatives.
• Deliver customer service, process, systems and compliance training to support operational readiness and business objectives.
• Prepare training materials, review training modules and develop process outlines to improve learner understanding and engagement.
• Manage training completion records and update learning management systems so learner tracking and certification status are accurate.

Required profile

• College graduate or international equivalent education.
• At least 2 years of customer service, contact center or related operational experience.
• Previous experience facilitating training, delivering instruction, coaching or developing employees.
• Good attendance record and ability to adapt to changing business needs and priorities.

Required skills

• Strong oral and written communication, able to present to diverse audiences.
• Problem-solving and analytical skills, with the ability to spot learning gaps and recommend solutions.
• Ability to run classroom, virtual and one-on-one sessions, give constructive feedback and coach employees.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Ability to generate, analyze and interpret reports and performance metrics.