Lead - Process Trainer

• Responsible for the delivery and evaluation of soft & technical skills training on all aspects of client training; to prepare learners to perform job functions within predetermined KPIs/ performance standards.
• Responsible to utilize appropriate delivery techniques in a blended/scenario/transmission/self-based learning environment.
• Provide Coaching & Feedback and supervision during Nesting/BQ
• Support Nesting/BQ by observing, measuring, and monitoring learners as needed.
• Responsible for self-skilling & certification during periods of un-activity (classroom)
• Develop non-classroom communication and training materials for e.g., handouts etc.
• Coordinate New Hire, Progression & Enhancement Training activity
• Assess participant and class performance in PST & Nesting
• Participate in minor client interaction (including effective curriculum feedback and client visits)
• Perform other related duties and assignments as required and as assigned by supervisor or manager

Qualifications

• Earned a Bachelor’s degree in any field (Major in Education preferred)
• At least 2 years of experience in a Contact Center.
• 2+ years of training facilitation experience
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization
• Strong verbal and written communication skills
• Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
• Willingness and ability to work in a shifting or graveyard schedule
• Demonstrated proficiency in both verbal and written communication.
• Able to work independently and as part of a team

Additional information

• Process Type (Voice / Non-Voice / Hybrid) - Hybrid
• Shift Details (Timings & Rotational / Fixed) - Rotational
• Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) – Rotational
• Work Model (Work from Home / Work from Office / Hybrid) – Work from Office