Role, Purpose, and Scope
The Process Trainer 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.
Major 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 for employees such as coaching and training to both new hires and existing staff.
- Deliver required industry, domain, functional and client systems and process training for 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 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 to 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.
- Participate in business meetings and general inputs in day-to-day improvements.
- Adhere to company and account policies and requirements.
- Attend required trainings provided by both company and account for further learning, growth, and development,
- Participate and attend company and account activities to engage and contribute to its values and culture.
Education Requirements:
- 4 Yr. degree -BS/BA or 3 to 5 years of work experience
Professional Certifications:
- Trainer Certification in previous programs
Additional Skills Required
- Languages - Varies depending on location and the type of market the role supports.
- MS Suite - Power Point, Excel, Outlook, Word, Teams
- Google Suite - Google sheets, doc, mail, forms, meet, chat, slides
Candidate Background: Skills, Knowledge, and Abilities:
- Training Delivery and Classroom Management Skills
- Adult Learning Styles and Strategies
- Coaching and Mentoring skills
- Module and Assessment Development
- Strong analytical thinking/skills
- Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.
- Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.
- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.
- Self-motivated, ability to work independently.
