• Getting people ready to perform - as a Trainer you will support Operations in developing the knowledge and skills to deliver in their job.

• A varied role to include the preparation and delivery of effective Training whilst also following up and reporting on the learning you have transferred.

FUNCTIONAL/ OPERATIONAL:

Customer:

• Works with the new hires, existing advisors, to provide training and floor support / coaching to meet the client’s deliverables i.e. quality, customer satisfaction and performance objectives.

• Reviews floor stats and provides suggestions and resolutions for maximizing customer experience and Operations metrics.

• Provides training/ Feedback & Coaching that prepares advisors to meet their Performance metrics i.e. SLA’s which in turn impacts customer retention and growth.

• Taking ownership training / projects assigned, including coordination of supplies, equipment and training materials.

• Reviews and analyzes client’s training materials and recommends necessary changes to provide increased effectiveness.

• Works with client to incorporate the required changes.

• Updating training material as recommended by our clients and including information about new products / processes.

• Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes changes as needed.

• Consistently demonstrates ability to meet and exceed client metrics in their personal performance.

• Participates in calibrations with training, Quality & Operations and maintains the variance below the required level.

• Listens to calls to keeps himself/herself up to date by ensuring that he/she is abreast with process changes /Expectations

• Conducts refresher / up-skill training to maintain training effectiveness on the floor.

• Needs to support Operations with designated tasks unless aligned to training / training related activities

Desired Candidate Profile

• Bachelor’s degree

• Completion of internal Agent development initiative like JUMP (preferred)

• Product knowledge

• Agent development initiative like JUMP (preferred)

• Agent experience in a call centre environment

• Experience letter for 2 years on the same position

• Usage of MS Office

• Use of CCMS