Trainer
Job Summary
The Trainer is responsible for conducting training sessions for new and existing team members based on client and organizational requirements. The role involves monitoring performance, providing coaching and feedback, and analyzing training effectiveness. Additionally, the trainer collaborates on creating content and keeps floor advisors updated on process changes.
Responsibilities
- Conduct training sessions for new and existing team members
- Monitor performance, provide coaching, and deliver feedback
- Analyze training data and implement action plans
- Keep floor advisors updated on process changes and updates
Required Skills
- Training and facilitation skills
- Coaching and performance analysis
- Communication and soft skills monitoring
- Process and product knowledge
Job Details
Assigns appropriate pre-study work, as defined by client and Individual training organization
• Consistently and thoroughly completes required tracking and reporting tasks
• Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.)
• Conducting outlier, Vitality and ad hoc client/process related training
• Support service levels by being productive whenever required
Training the new and old team members on SOPs
• Collaborating with teams for creating and designing new training content
• Monitor calls on Soft Skills, Process & Compliance Parameters
• Provide Coaching & Feedback to enhance agent performance.
• Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans
• Keep the Floor advisors updated on new process changes/updates, improvement initiatives
• Monitoring and reporting on the effectiveness of training programs and implementing remediation programs
• Completes certification courses prior to conducting first training session
• Adheres to Agent and/or Representative training schedule and curriculum
• Delivering training assessments to trainees
• Train the New entrants on Process & Product knowledge
• Analyze the Coaching / Training needs of the new entrants & support them in delivery
• Conduct refresher/remedial training
• Support floor Training Initiatives: Resolution & Communication /Vitality Training