- Lead end-to-end training programs with a focus on excellence.
- Demonstrate exceptional written, oral, and presentation skills, coupled with proficiency in MS Office
- tools (Word, Excel, Visio, PowerPoint).
- Deliver engaging classroom and blended learning programs tailored to enhance learner skills and benefit
- their respective business areas.
- Conduct refresher sessions to reinforce and elevate the core competencies of Customer Service.
- Representatives on the operational floor.
- Prepare and design comprehensive training materials to support learning objectives effectively.
- Generate detailed training reports to track progress and identify areas for improvement.
- Ensure compliance with regulatory requirements, company policies, and industry best practices.
- Provide comprehensive training to recent Customer Service CSRs covering a range of essential skills, including customer service, process knowledge, and product understanding (CORE Training) as a trainer.
- Address and resolve operational issues promptly, collaborating closely with Operations.
- Facilitate timely meetings with various Lines of Business (LOBs) to foster open communication and
- develop action plans to tackle raised issues or concerns.
- Offer floor support as per process requirements, ensuring smooth operations.
- Coordinate effectively with different LOBs in preparation for Training Needs Analysis (TNA).
- Conduct feedback sessions as needed to continuously enhance training effectiveness.
- Maintain practical proficiency by logging in and handling calls for 2 hours weekly.
- Meet defined throughput targets consistently.
- Perform Business Quality Management (BQM) activities in adherence to company standards.
- Always ensure compliance with nesting requirements.