Functional Training Specialist

Description

• Conduct onboarding training.
• Monitor and report on agents progress and performance throughout training.
• Collect and review feedback from surveys to improve future training.
• Deliver training sessions through various methods (in-person, online, blended learning)
• Provide one-on-one coaching to agents as needed.
• Design and develop training content by using presentation tools.
• Use and manage our learning management system.
• Facilitate upskilling or refresher sessions on various topics.
• Flexibility to learn and train out different partners specifics.
• When needed, retrieve calls from our call recording system and evaluate them using our call quality platform.
• Generate tickets to provide agents with access to systems.
• Use excel to track tasks and receive ongoing updates on task progress.
• Contribute to ad hoc projects as necessary.

• Excellent organizational skills and ability to multi task.
• Excellent attention to details and continuous improvement mindset
• Excellent interpersonal and communication skills (be confident in both spoken and written communication)
• Flexibility – be able to adapt to varying and changing demands
• IT proficiency – experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint).
• Initiative & Team Player – Energetic self-starter with a positive attitude and excel in customer service skills
• Ability to /Experience in linking training to quality