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Learning and Development Project Manager

PlatacardMexico
On-site Full-time

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Experience Level

Manager

Qualifications

Key Responsibilities: Analytics & Diagnostics Continuously monitor operational performance metrics. Track KPIs across agents, supervisors, and recruiting waves. Identify declines in performance within specific topics, cohorts, or operational groups. Detect “degrading waves” — cohorts whose performance diminishes over time. Analyze underperforming clusters and highlight focus areas. Correlate root causes to product releases, process modifications, and QA error spikes. Release Impact Strategy Evaluate the operational risk associated with upcoming product or process launches. Identify potential impacts on QA performance, time-to-productivity, and case complexity. Anticipate increases in training loads due to releases. Maintain visibility of live and forthcoming releases within a 2–3 week timeframe. Proactively identify training priorities and risk areas. Impact Assessment Assess training effectiveness through pre/post-performance analyses. Measure the impact of learning interventions on QA scores and key challenge topics. Compare performance metrics between new hires and experienced agents. Convert performance data into actionable insights for L&D strategy.

About the job

We are seeking a dynamic Learning and Development (L&D) Project Manager to become the analytical core of our training team.

In this pivotal role, your main objective is not to develop courses, but to identify operational performance issues and convert them into precise, strategic initiatives for the Instructional Design team. You will serve as the vital link between operational metrics and learning solutions, gaining insights into performance gaps, their causes, and how learning interventions can yield significant, measurable results.

If you have a passion for data, performance analysis, and translating business challenges into effective learning strategies, we encourage you to apply for this exciting opportunity.

About Platacard

Platacard is a forward-thinking organization dedicated to enhancing operational performance through innovative learning and development solutions. Our team thrives on collaboration, creativity, and a commitment to excellence, making us a leader in the industry.

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