Process Trainer

PURPOSE
● The Learning Consultant 1 will be responsible for assisting in the preparation, design, and
development of training programs as well as delivering and facilitating these training
programs at the Contact Center level; involved in measuring and evaluating the training
programs conducted; will provide coaching and feedback to trainees and implement training
interventions. The Learning Consultant 1 will also assist in identifying appropriate training
solutions to address the knowledge and skill gaps of newly-hired and existing agents thereby
leading to performance improvement of the account and lines of business.

DUTIES AND RESPONSIBILITIES
● Facilitates Pre-New Hire and New Hire, cross-skill, and upskill classes.
● Provides coaching and feedback to trainees on performance-related opportunities.
● Assists in the designing and development of training programs and/or oversee the
production of training handouts, instructional materials, assessments, and manuals.
● Interacts with other Subject Matter Experts to collaborate on design initiatives when
appropriate.
● Assists in assessing the training effectiveness and efficiency to ensure incorporation
taught skills and techniques into employees work behavior.
● Assists in administering Training Needs Analysis (TNA) to identify performance gaps and
formulate training solutions to address the needs of the account/LOB.
● Works with the stakeholders and conducts the necessary research to assist in drafting
instructor and participant training material.
● Prepares and submits training reports in a timely manner.
● Issues appropriate disciplinary actions to trainees in accordance with the company
guidelines.
● Accomplishes other tasks and projects assigned by the Training and Documentation Team
(International/ Vertical Markets Support Excellence).
● Responsible for a dedicated line program/portfolio.
● Act as back-up to different line programs by continuously learning other products within the
department.

QUALIFICATIONS / COMPETENCIES

COMPETENCIES
● Ability to follow all company policies and procedures, as well as internal departmental procedures.
● Ability to work in a team-driven environment yet be able to work independently to complete daily
expectations.
● Must have good organizational skills, good interpersonal communication skills (written and oral), and be
detail-oriented.
● Ability to make accurate, independent decisions based on data provided.
● Willingness to take ownership for owned work.
● Must be flexible and customer focused.
● Ability to multitask in a fast-paced environment.
● Ability to follow through and meet deadlines consistently.
● Ability to understand the financial impact of decisions made and balance them with customer satisfaction.
● Ability to multitask and prioritize work.
QUALIFICATIONS
o Preferred: 2 years of training experience
o Strong project management skills with the ability to supervise multiple projects
o Analytical Skills
o Strong Leadership Capability
o Facilitation and Training Delivery skills
o Open to work various shifts depending on business need
o Able to work with and interact different levels of employees
o Strong time-management and organization skills
o Excellent verbal and written English communications skills
o 2-3 years experience
o Experience working in a BPO industry is a must
o Solid experience in doing communications training and product specific training
o Excellent Communication Skills
o Experience in creating / modifying module is a plus