Main Objectives and Duties :
1. Training delivery / facilitation
Delivers training program to New Hires rior endorsement to Nesting.
Answers all questions in a timely manner.
Ensures training rules and regulations are strictly followed.
Provides coaching on specific areas of the trainee.
2. Setting of Training Expectations
Provides overview of the training flow and encourages total participation and interaction.
3. Participation in Training Design
Suggests new ideas to improve training programs and delivery.
4. Training needs assessment
Identifies problem or need of the trainees and the training program and seeks solutions to improve
learning and overall performance.
Participates during program evaluation.
Monitors agent performance as a collaborative effort with the assigned mentor.
Compiles training reports.
Keeps training documents (quizzes, exam links and manuals) for internal and external audits
6. Meetings and Conferences
Attends calibrations, meetings and conference calls over the phone.
7. Information Dissemination and Escalation
Acts as Subject Matter Experts on a specific area of support.
Escalates issues to Miami Business owners for resolution
Area of expertise (Skills)
College Graduate of any course or its equivalent.
At least 6 months to 1 year work experience in training and development, preferably in a Call Center setting
Other Skills and Experiences (Min)