Process Trainer

Key Responsibilities

• Oversee the onboarding of agents ensuring required system access for training and training room set up
• Design and develop comprehensive training programs for Operations product training and refresher courses
• Deliver engaging and effective training sessions on products and system to new and existing agents, utilizing various methodologies and technologies
• Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training
• Monitor attendance and performance of a group of agents during training recommending their transition to production or termination
• Take operations calls for the required hours to stay up to date and support complex customer issues/ escalations
• Support the onboarding and development of less experienced members of the team

Functional Competencies

• In-depth product knowledge and customer service expertise
• Strong knowledge of adult learning principles
• Expertise in the development of effective learning materials and curricula using instructional design principles
• Advanced presentation and public speaking skills
• Advanced ability to analyze and address training challenges and operational issues
• Advanced ability to identify performance gaps and design targeted interventions

Qualifications

• 3+ years of experience in sales or upsell training
• Graduate in any field
• Certifications in training and development
• B2/C1 oral and written English