- Responsible for providing day-to-day functional direction to agents within the program training classroom environment, student progress monitoring for the duration of training; providing coaching and developmental feedback and readiness recommendations
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
- Prepare and present training materials through classroom learning, hands on demonstration and supporting activities
- Accountable for achieving individual training performance metrics
- Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet the business standards.
- Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
- May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including- computer-based training, interactive classroom training and written job aids
- Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
- Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis
- Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
Key Skills Knowledge:
- Technical knowledge with Excellent English communication - sentence construction, grammar, punctuation etc.
- Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
- Proficient in Microsoft Office
- Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables
- Self-starter, sense of urgency, and works well under pressure
- Strong attention to detail
- Sense of professionalism and ability to develop good relationships
- Extracting/creating reports and analyzing training results.
- High attention to detail
- Troubleshooting skills
- Basic Web development skills (HTML5/CSS knowledge)
- Experience of working with BFSI Voice process
QUALIFICATIONS - Graduation
