Sr Trainer

Be a subject matter expert and facilitate classroom/online training to train the employees on product & process, soft skills, customer service, tools, and procedures

Find new ways to deliver the training to the agents more effectively. Learn new techniques to improve classroom/online facilitation skills

Design and develop training content, organize knowledge base and publish process updates via LMS and other channels

Build a structured approach to keep the training content like new hire training content, decision trees, knowledge base, and curriculum updated

Monitors the performance of trainees and agents on the floor, identifies training gaps, and conducts relevant training/coaching programs

Coordinates efforts with various stakeholders to assist in the quality improvement process of the agents

Collaborate with the stakeholders to identify opportunities to improve processes, analyze existing workflows, identify bottlenecks, and suggest and implement enhancements to enhance the quality of response and experience.

Foster a culture of continuous improvement, encouraging innovation and creative problem-solving to enhance overall training effectiveness

3 to 5 years of experience working in Training domain

Effective communication skills: Ability to help others understand the nuances of customer-facing communication across channels.

Training Delivery and Methodologies that Facilitate Learning: Recognizes the impact of the physical training environment in facilitating learning. Integrates the adult learning theory with training content, planning, and session management. Conducts sessions in a well-organized manner to help participants stay focused on learning new content and skills. Strong group facilitation skills and planning that connects content and objectives to meaningful activities.

Training Content Development: Designs well-organized training content with a clearly identified set of SMART and that fit the needs of learners with a broad range of knowledge and skills.

Monitoring and Evaluating Training Effectiveness: Utilizes methods of assessing training effectiveness, including gauging learning transfer, learner interest, satisfaction, and needs. Uses behavioral objectives in measuring the extent of participants’ learning.

Change Management: Recognizes the need for change and works to move people, processes, and systems in the new direction

Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal

Team Player: Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountability