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 of agents from training to production environment, ensuring competency levels meet business needs (where required)

- 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 based on 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.

Requirements and skills:

- Proven work experience as a Sales Trainer or similar role in international BPO

- 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 on deliverables.

- Self-starter, sense of urgency, and works well under pressure.

- Strong attention to detail

- Sense of professionalism and ability to develop good relationships.