Roles & responsibilities

• Total Work Experience - 3 yrs

• Relevant work experience - 2 yrs (Communication Trainer on paper)

• Candidate should be from International BPO background

• Comfortable with US & UK Shifts (Rotational)

• 5 Days working, Any 2 days W/offs (Rotational)

• Transport facility within boundary

Preferred candidate profile

• Lead and direct the learning culture and vision in New hire batches

• Develop/implement training programs for New hire agents .

• Support the Learning manager by providing development to the on-site front line in order to deliver business objectives.

• Manage training programs and the learning experience for adult learners in a site.

• Support development programs.

• Recruit, hire, train, manage, appraise and develop a team of trainees to enable them to progress effectively.

• Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.

• Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.

• Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team.

• Conduct most complex training classes.

• Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness.

• Identify skill and knowledge requirements for agents through analysis of data from multiple sources.

• Develop standards for monitoring Agents/Advisors.

• Ensure that feedback programs provide Agents/Advisors with guidance to correct problems.

• Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.

• Actively pursue self-improvement opportunities.

• Strong understanding of computer basics (Windows, Excel, Word, Email and Internet).

• Background in MCP minimum 2000 and/or Windows XP and 2003.

• Proven client relationship skills.

• Well-developed consultancy skills.

• Delivering and facilitating learning and development interventions.

• Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.

• Ability to design and evaluate learning material create a facilitators guide and participants material to support technical programs.

• Experience in coaching, mentoring and developing others in a complex, fast paced environment.

• Results driven to achieve key objectives at a corporate and site level.

• A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.

• Excellent interpersonal, organization and time management skills.

• Excellent listening, oral, and written communication skills.

• Ability to deliver both UK and US content

Education:

• H.S.C Passed