- Deliver language and process training and design lesson plans aligned with the approved curriculum
- Collaborate with key stakeholders to understand training outcomes and align content, delivery, and assessments
- Use effective instructional methods to ensure quick skill acquisition
- Assess and record trainee progress through coursework and evaluations
- Adapt training materials to different learning styles and update documentation regularly
- Conduct Training Need Analysis to understand performance gaps and close gaps with process and soft skill interventions
- Process Updates on the Floor
- Monitor agent performance and provide on-the-floor coaching to meet targets
- Support scalability by ensuring quality hiring and skill development
- Prepare and share training reports with stakeholders
- Lead training efforts for assigned processes, taking full responsibility for outcomes
- should be comfortable for rotational/ Night shifts