Role and Key Responsibilities:
Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
Prepare and present training materials through classroom learning, hands on
demonstrations, and supporting activities
Accountable for achieving individual training performance metrics
Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
Key skills and knowledge:
Bachelor's Degree in a related field with two to four years of relevant experience preferred
Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
Strong communication skills, both written and verbal
Proficient in Microsoft Office
Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables
Self-starter, sense of urgency, and works well under pressure
Strong attention to detail
Sense of professionalism and ability to develop good relationships
Knowledge and experience in own discipline; still acquiring higher level knowledge and skills
Analyzes possible solutions using standard procedures and principles
Builds knowledge of the organization, processes and customers Solves a range of straightforward problems
Receives a moderate level of guidance and direction
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