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Job Description
Position Purpose
Schedule and conduct training sessions for new employees and experienced staff, covering programs, clients, and updates. Observe daily operations and identify areas for improvement to optimize performance.
Requirements
Main Duties and Responsibilities
Schedule and conduct training sessions for new employees and experienced staff, covering programs, clients, and updates. Observe daily operations and identify areas for improvement to optimize performance.
Requirements
- High School Diploma.
- English B2+/C1 (written and spoken)
- Demonstrated experience in curriculum design (external)
- Knowledge of computer systems operation, PCs, TV/DVD, and multimedia projectors to facilitate communication
- Experience establishing working relationships with internal and external clients
- Experience in training material development
- Experience creating clear and effective instructional content
- Intermediate proficiency in Google Workspace and Microsoft Office
- Experience in class preparation, feedback, and coaching.
- Experience working with risk and compliance
Main Duties and Responsibilities
- Closely monitor new hires and Operations agents to identify areas for continuous improvement in performance.
- Provide feedback and support to ensure effective adaptation to their roles.
- Monitor agents’ key performance indicators (KPIs) to ensure compliance with established standards.
- Analyze performance data and provide feedback to improve results.
- Develop educational materials and training content to support employee training and enhance performance.
- Design and diversify training sessions to accommodate different audience types, ensuring all new agents receive effective training aligned with their learning needs.
- Provide ongoing training on company products and keep employees informed of any changes or improvements to ensure they are well informed and able to deliver high-quality service.
- Actively participate in client meetings to obtain information on product updates and ensure this information is communicated to employees.
- Plan and structure training sessions, ensuring they cover all necessary aspects for employee development and operational success.
- Manage credential requests required for employee access to client-provided tools or systems.
- Stay up to date with current client account information and needs to deliver relevant and high-quality training.
Skills and Competencies
- Ethics and teamwork.
- Responsibility and honesty.
- Assertive communication (oral and written) and active listening.
- Ability to work under pressure.
- Patience.
- Tolerance.
- Empathy.
- Creativity.
- Adaptability to change.
- Emotional intelligence, including self-awareness and self-control.
- Effective communication to provide feedback and the ability to set boundaries.
- Basic and advanced social skills.
- Effective time management.