Delivers training program to new hires prior to endorsement to nesting.
Answers all questions in a timely manner.
Ensures training rules and regulations are strictly followed.
Provides coaching on specific areas of the trainee.
Setting of Training Expectations
Provides overview of the training flow and encourages total participation and interaction.
Participation in Training Design
Suggests new ideas to improve training programs and delivery.
Training Needs Assessment
Identifies problems or needs of trainees and the training program and seeks solutions to improve learning and overall performance.
Participates during program evaluation.
Monitors agent performance as a collaborative effort with the assigned mentor.
Reports
Compiles training reports.
Keeps training documents (quizzes, exam links, and manuals) for internal and external audits.
Meetings and Conferences
Attends calibrations, meetings, and conference calls over the phone.
Information Dissemination and Escalation
Acts as Subject Matter Expert (SME) on a specific area of support.
Escalates issues to Miami Business owners for resolution.
Area Of Expertise (Skills)
College graduate of any course or its equivalent.
At least 6 months to 1 year of work experience in training and development, preferably in a call center setting.
Competencies
Data Management
Ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes.
Training, Teaching & Instructing
Ability to train, teach, or instruct employees by providing procedures, standards, quality parameters, practices, equipment operation, and software knowledge.
Ability to develop and deliver relevant training for employee growth or performance improvement.
Presentation Skills
Ability to deliver presentations suited to audience needs.
Demonstrates competency in presentation tools, content organization, visual aids, and communication style.
Coaching, Counseling, & Mentoring
Ability to guide and provide feedback to improve knowledge, skills, and performance.
Uses techniques such as reflective listening, communication, and goal setting.
Communication
Ability to clearly transmit and receive information across various channels and media.
Data Management, Presentation Skills, Training Teaching Instructing, Coaching Counseling Mentoring, Training Needs Assessment, Training Delivery Facilitation, Communication
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