- Responsible for the delivery and evaluation of soft & technical skills training on all aspects of client training; to prepare learners to perform job functions within predetermined KPIs/ performance standards.
- Responsible to utilize appropriate delivery techniques in a blended/scenario/transmission/self-based learning setting.
- Provide Coaching &
- Feedback and supervision during Nesting/BQ
- Support Nesting/BQ by observing, measuring, and monitoring learners as needed.
- Responsible for self-skilling &
certification during periods of un-activity (classroom)
- Develop non-classroom communication and training materials for e.g., handouts etc.
- Coordinate New Hire, Progression &
- Enhancement Training activity
- Assess participant and class performance in PST &
- Nesting
- Participate in minor client interaction (including effective curriculum feedback and client visits)
- Perform other related duties and assignments as required and as assigned by supervisor or manager
Qualifications
- Earned a Bachelor’s degree in any field (Major in Education preferred)
- At least 2 years of experience in a Contact Center.
- 2+ years of training facilitation experience
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization
- Strong verbal and written communication skills
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
- Willingness and ability to work in a shifting or graveyard schedule
- Demonstrated proficiency in both verbal and written communication.
- Able to work independently and as part of a team
Additional information
- Process Type (Voice / Non-Voice / Hybrid) - Hybrid