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