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 perk
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.