Job Summary
Main objectives and duties :
1. Development of training evaluation tools and / or documents
- Reviews, develops / modifies, and implements standard training materials including presentations, handouts, manuals, monitoring / evaluation tool and other resource materials
- Assists the training manager in establishing training KPI
- Monitors and advises on training management system
- Performs and publishes data and reports related to account performance against set indicators
2. Staff Performance Monitoring and Development
Initiates performance improvement schemes and enhances the skill of training team by conducting trainings, staff monitoring, coaching and counseling.Reviews t trainers’ output to ensure data integrityManages staff attendanceDelegates training tasks.3. Training Needs Identification
Reviews and provides resolution on challenges encountered during training and nestingCoordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practicesIdentifies best practices in developing and educating agents and coordinates with the training manager for the consistent deployment of best practicesDevelops a library for both technical and soft skills training modules and curriculumsManages appropriate resources to address training needs4. Training Logistics
Ensures that training supervisors manages the distribution, use and tracking of all training materials in the center.5. Performance Report Generation
Consolidate special skills and training reports and updates the training managerReviews post training evaluations and coordinates with the team to resolve all issues reflected in them.Submits all reports that may be required by the training manager and operations manager in a timely manner6. Planning and Scheduling
Develops a calendar that details the type of training offered and deliveredMaintains a place that is conducive to learningPlans ahead the trainings through the utilization of training calendarCoordinates with other department or business owners for the trainings to be conducted and its matrixArea of expertise (Skills)
College Graduate of any course with at least 2-4 years management and training experience
Other Skills and Experiences (Min)
Able to use company resources / technology in a cost-effective mannerExcellent in MS OfficeAble to use company resources / technology in a cost-effective mannerAble to collaborate with people to address issuesEducation
BenefitsWe offer competitive pay and benefit packages along with many other perks : , Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs