Summary

The Training Assistant provides administrative support to the Learning & Delivery team. Responsibilities include coordination and scheduling facilitation needs during new hire onboarding classes including but not limited to guest speakers, reporting, co-facilitation of modules, agent development while in class,

obtaining supplies, and on special projects as needed. This position deals with a diverse group of internal contacts at all levels of the organization. Independent judgment is required to plan, prioritize and organize diversified workload. When not in training, the Training Assistant will participate in taking calls,

quality calibration sessions, and completes special projects as assigned.

Responsibilities

Coordinate guest speakers and Subject Matter Experts to address new hire classes
Provide administrative support while class is in session
Perform clerical duties such as organizing digital and paper files and printing/copying documents,
graduation certificates, and name tents
Perform data entry tasks including entering new hire data (attendance, assessment scores,
systems info) into daily training reports
Submit Help Desk and systems access issues to the appropriate support teams
Assist transition from Training to Production by supporting first week of ABay/Nesting
Escalate new hire agent concerns to Training Specialist as needed
Participate in calibration sessions and meetings with Training, Operations, and Client
Under the trainer's guidance, learn to evaluate performance in accordance with standards and with the intent of helping our trainees to be Best-in-Class
Working closely with the trainer, assist in monitoring live and/or recorded agent interactions during training to ensure adherence to client and Percepta standards

Education

High school diploma or GED

Experience

1-2 years office administration experience preferred
Learning and Development background preferred
Contact center training experience preferred

Skills

Strong communications and presentation skills
Organizational skills
Analytical skills to review new processes and derive potential impact to program
Ability to create new training tools with minimal assistance
Strong listening skills
Strong leadership skills
Computer Skills – MS Office: Word, Excel, PowerPoint, Outlook, and Internet
Proven ability to perform in a fast-paced environment and with minimal supervision
Able to work a flexible schedule to include extended evening and weekend hours as needed
Ability to work in a team environment as well as autonomously
Ability to stand for long periods of time while delivering classroom training
During downtime, proactively research current training trends to apply in training

PH-Calabarzon-Cainta