Job Summary

Process Trainer Role - Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training

Key Responsibilities

Key Responsibilities

New Hire Training

Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.

Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff.

Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff.

Provide floor support and communication coaching to all employees including leadership and support.

Develop communication assessment tools in line with project’s goals and metrics.

Proactively develop activities or modules to supplement existing programs or initiatives.

Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting.

Training Design and Development

Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design

 Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and overall training effectiveness gaps.

Work with the operations, training, and quality teams to identify performance gaps related to communication skills.

Analyze performance gaps and provide recommendations to meet target metrics.

ADHOC

Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested

Skill Requirements

Skill Requirements

Minimum -  - 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Languages - Varies depending on location and the type of market the role supports with Proficiency Level 90%/C1 and MS Suite- Power Point, Excel, Outlook, Word, Teams – with Advanced

Other Requirements

Candidate Background: Skills, Knowledge, and Abilities:

Min/Preferred Skills, Knowledge, Abilities and Experience

Essential-Training Delivery and Classroom Management Skills

Preferred- Adult Learning Styles and Strategies

Preferred- Coaching and Mentoring skills

Preferred- Module and Assessment Development

Minimum-Strong analytical thinking/skills

Minimum- Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.

Preferred- Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.

Preferred- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.

Preferred- Self-motivated, ability to work independently.

Preferred- Operational Knowledge and Experience

Preferred-Project coordination/management knowledge

Preferred-Process Domain Knowledge