Hiresquad Resources is looking for an experienced and dynamic Senior Process Trainer / AM Training for an International BPO, specifically for Voice Processes. If you have a proven track record in training methodologies, a passion for developing talent, and excellent communication skills, you'll be instrumental in shaping the success of our client's agents.
Role and Key Responsibilities
- Training Delivery & Coaching: Provide day-to-day functional direction to agents within the training classroom environment. This includes monitoring student progress, offering coaching and developmental feedback, and making readiness recommendations throughout the training duration.
- Effective Facilitation: Utilize strong presentation and facilitation skills, incorporating creative training techniques and adult/accelerated learning methods. Deliver training materials through classroom learning, hands-on demonstrations, and supporting activities using various modalities.
- Performance & Transition: Accountable for achieving individual training performance metrics. Support and partner with Operations to seamlessly transition agents from the training to the production environment, ensuring their competency levels meet business standards.
- Product Knowledge & Communication: Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and conducting side-by-side observations. Ensure effective, consistent communication with managers, peers, and other resource groups, including informal day-to-day interactions with clients.
- Program Enhancement: Measure the effectiveness of training programs using various feedback methods (focus groups, interviews, surveys) to identify areas for enhancement. Recommend curriculum modifications to the Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis.
- Continuous Learning: Participate and contribute to a continuous learning culture by staying engaged with change management, product and service releases, policies, processes, and procedures.
Key Skills and Knowledge
- Training Expertise: Proven experience in training methodologies and soft skills (e.g., communication, critical thinking, time management, team building).
- Communication: Strong written and verbal communication skills.
- Technical Proficiency: Proficient in Microsoft Office Suite.
- Organizational Skills: Demonstrated ability to multi-task, prioritize, and meet deadlines for deliverables.
- Work Ethic: Self-starter with a strong sense of urgency, capable of working effectively under pressure.
- Attention to Detail: Possess strong attention to detail.
- Interpersonal Skills: Exhibit a strong sense of professionalism and the ability to develop good relationships with trainees and stakeholders.
To Apply: Interested candidates can call 8467054123 or email their CV to [Confidential Information].
