Job Description

Key Responsibility :

Responsible for day-to-day functional direction of agents within the program training classroom environment, including 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 demonstrations, 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 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 on the basis of 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.

Desired Skills

Manage retention during training Consistent alignment with operations by auditing calls, understanding needs, conducting refreshers, training NHT batches - If required Demonstrate innovation in training by carrying floor requirement into classroom training. Maintain Data and MIS as per training BPMS / requirement Support intra & inter function collaboration Proactively share best practices across locations to add value Contribute to process improvements and innovation in the training function Attend TTT for any client requirements Interface with customers as needed Conduct Training Need analysis and share feedback with stakeholders Meet the monthly Conversion & Effectiveness targets Provide Feedback to New Hires on V&A and Soft Skills Call monitoring as per requirement * Should be ready to conduct refresher training, call monitoring, feedback session 85% of the time