• Design, develop, and maintain all new hire training materials, including the DXC training manual, training syllabus, job aids, and digital learning content. • Facilitate all new hire onboarding and training programs, ensuring content is engaging, effective, and aligned with operational goals. • Integrate positivity, morale-building techniques, and adult learning best practices into training delivery to foster confidence, engagement, and team cohesion. • Develop and implement gamification strategies within CCaaS tools and training programs (e.g., challenges, scorecards, recognition, and incentives) to reinforce learning, drive healthy competition, and improve performance outcomes. • Partner with Team Leads to conduct early performance monitoring, identify skill gaps, and provide targeted one-on-one coaching and remediation. • Document early performance monitoring methods and share findings with Team Leads and the Senior Director of the DXC. • Ensure new hires achieve a minimum score of 80% on training knowledge assessments and 80% or higher on new hire scorecard evaluations within their first 30 days. • Deliver remedial training when performance thresholds are not met and update training curriculum based on performance trends, feedback, and process changes. • Develop and execute a sustainment training schedule informed by quality findings, performance metrics, system updates, and emerging risks. • Collaborate closely with Quality Assurance to identify high-risk areas and align remediation strategies. • Support Team Leads by reinforcing coaching techniques and engagement strategies that promote morale, accountability, and continuous improvement. • Work closely with Implementation and Product teams to stay informed of new platform releases, feature enhancements, and process updates. • Translate product and implementation changes into clear, actionable training materials and communications for agents. • Ensure training content, job aids, and sustainment materials are updated proactively to reflect system changes and new functionality. • Provide feedback to Product and Implementation teams based on agent experience, training outcomes, and operational insights. • Provide real-time chat support to agents for questions related to systems, processes, and customer interactions. • Monitor new agent sentiment and engagement during customer interactions, identifying trends that impact performance, morale, and customer satisfaction. • Communicate observed trends, coaching actions, and engagement opportunities to Team Leads and leadership. • Assist with troubleshooting agent issues related to tools, workflows, or customer scenarios. • Handle a portion of live phone, application, email, and chat interactions to maintain hands-on knowledge of systems, processes, and customer needs. • Partner with Team Leads, Quality Assurance, leadership, Product, and Implementation teams to ensure training aligns with operational and customer experience objectives. • Generate, analyze, and present reports related to performance, training effectiveness, engagement, and sentiment trends. • Identify and submit recommendations for process improvements, training enhancements, or CCaaS optimizations that support agent success and customer outcomes.