Main Responsibilities:
The Training Specialist is responsible for developing competency and skill sets in an individual to perform his/her duties effectively and efficiently in the workplace. The Trainer should communicate to the trainees about what is expected out of training in a simple and professional way. This individual will also assist in developing, creating, and implementing call center quality processes and procedures.
- Facilitates e-classroom training to teach program product knowledge, call handling skills (soft-skills), customer service, and program process and procedures.
- Design and develop training materials and training process as based on operations requested.
- Gathers documents and distributes clear information from updates received by the client/OPS team.
- Attends regular Training and Quality meetings respond to emails and phone calls to ensure all program information is up to date.
- Monitors agent calls and agent performance to identify training gaps after the endorsement and will perform 30, 60, 90 performances of newly hired agents.
- Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents.
- Participates in calibration meetings with the QA and results management team to ensure the information being trained is up-to-date.
- Maintains e-class attendance and performance records of agents in training.
- Creating and maintaining training databases and records.
- Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills.
- Completes observations in coordination with the Training Manager.
Qualifications:
- With at least 2 years of progressively responsible experience in a BPO industry.
- Has experience in applying adult education theories and the principles of systematic design of training and evaluation.
- Excellent verbal communication skills for training delivery; must have a dynamic and engaging e-classroom presence.
- Excellent written communication skills are required; must be able to write in a grammatically correct, clear, and concise manner.
- Strong organizational and problem resolution skills.
- Must be proficient with MS Office and Google Suite.
- Ability to lead teams and measure individual performance. Knowledgeable in performing TGA/TNA (Training Gap Analysis/Training Needs Analysis).
- Excellent consulting skills, (e.g., critical thinking, problem-solving, decision making, and influencing).
- Ability to creatively use resources and adjust to changes quickly and professionally.
- Ability to work independently with minimal supervision, but also in a team environment.
- Strong attention to detail.
How We Work:
- 40 hours/5 days per week
- Working hours according to the US Eastern time zone.
- Contractor agreement
Benefits:
- Opportunity to work remotely
- A resourceful, high-achieving, diverse, and fun team
- Being part of fast growing company
- Competitive pay
We are an Equal Opportunity Employer!
We are committed to equality of opportunity, welcoming diversity candidates, and to promoting a work environment free from discrimination on grounds of race, color, ancestry, national/regional or ethnic origin, religious beliefs, sex, gender identity, sexual orientation, marital status, family status, national origin, age, or physical impairments.
