Trainer

Mô tả công việc
Training Delivery & Facilitation
Deliver high-quality training programs covering new hire onboarding, product updates, and recursive learning requirements.
Utilize effective presentation and facilitation skills, incorporating creative and accelerated adult learning techniques across various training delivery modalities in a classroom environment.
Prepare and present training materials through classroom instruction, hands-on demonstrations, and supporting engagement activities.
Performance Monitoring & Coaching
Provide daily functional direction to agents within the training classroom environment, including monitoring student progress and readiness.
Offer constructive coaching and developmental feedback to ensure agents are fully prepared for the production environment.
Accountable for achieving individual training performance metrics and agent readiness benchmarks.
Collaboration & Continuous Improvement
Support and partner with Operations teams to transition agents from training to the production environment, ensuring competency levels meet business needs.
Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings, and conducting side-by-side observations.
Measure the effectiveness of training programs using feedback methods such as focus groups, interviews, and surveys to lead enhancements.
Recommend curriculum modifications to the Training Manager based on internal customer feedback and Training Needs Analysis.
Communication & Change Management
Participate in and contribute to a continuous learning culture by maintaining active engagement on change management, product releases, policies, processes, and procedures.
Ensure effective and consistent communication with managers, peers, and other resource groups.
Support the Instructional Design team in designing and developing training materials for various delivery methods including computer-based training and job aids.
Yêu cầu công việc
Education & Qualifications
Associate or Bachelor's Degree in a related field from an accredited college or university.
Experience & Knowledge
Minimum of 2 to 4 years of relevant professional experience in training methodologies and program facilitation.
Proven experience in delivering soft skills training, including communication, critical thinking, time management, and team building.
Skills & Competencies
Excellent communication skills, both written and verbal, for effective classroom facilitation and stakeholder management.
Demonstrated ability to multi-task, prioritize complex workloads, and meet strict timelines for all deliverables.
Proficient in using Microsoft Office applications for material preparation and reporting.
Personality & Attitude
Self-starter with a strong sense of urgency and the ability to work effectively under high pressure.
Strong attention to detail, professionalism, and the capability to develop strong, positive relationships with trainees and management.