Senior Executive-Training-Knowledge Management

? Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents

? Monitors and completes daily attendance tracking during the entire process training until nesting

? Formulates effective activities, exercises or assessments for learning improvement

? Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement

? Ensure compliance to client and organizational policies and procedures

? Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents

? Deliberate to identify new hires’ needs in training and nesting

? Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations

? Deliver the training content/context based on the agenda/curriculum

? Demonstrate effective leadership to individuals including new hires and tenured agents

? Implement and demonstrate efficient training methods 

? Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

? Participate in client calls and visits with the supervisor’s guidance

? Collaborate with the quality and operations teams for process improvement

? Conduct team huddles and provide floor and online support on process updates 

? Develop and implement an effective system for process updates as and when required by the process/clients