Facilitation of new hire training / process and product specifics for various accounts. Training needs analysis; module preparation, revision and review;
coaching. Performance evaluation of trainees.
Role & Responsibilities
Communication / Negotiation :
Assess the progress of the trainees, map the areas of improvement and share the feedback with the participants as per the defined process.
Work in a team and extend cooperation to different departments to create conducive & cohesive training environment.
Interacts with clients when necessary for training purposes
Problem Solving :
Assess training needs and provide training opportunities to ensure consistent performance in account’s key metrics.
Identify potential process issues among the team and present recommendations to address this.
Manage data and create reports capturing performance gaps, and achievements of programs handled.
Partners with quality team to determine areas of opportunity in agent performance.
Contribution / Leadership :
Conduct refresher trainings for the existing team members
Act as a change agent and provide implementation assistance as and when the need arises
Provide subject matter expertise on processes
Recommends changes to curriculum, methods or activities based on observations during training delivery.