Role Functions:

- Responsible for conducting product, upskills and language training to new hires and evaluate their performance based on their competencies.

- Assess training needs, determine learning gaps (Training Needs Analysis), recognize learning opportunities, develop and deliver training/coaching to affect performance.

- Effectively facilitate learning using wide variety of delivery methods appropriate to the audience/situation, including: instructor-led-training, workshops, job aids, net meetings and e-learning.

- Provide post-training support, follow up and coaching to frontline employees and team members.

- Perform other tasks that may be required by operations and clients.

- Creation and/or Revision or enhancement of training modules specific to the account.

- Creation and Facilitate training programs that will enhance agent’s skills and knowledge about the project.

- Sends daily/weekly/monthly report in regards to training activity.

- Study, Track, and Analyze 30-60-90 day progress of new hires and recommend/suggestion action plans based on data gathered.

- Create, Facilitate and Conduct Knowledge Checks on a regular basis to assess agent’s knowledge of the product and processes.

Qualifications:

- Trainer Experience in BPO

- Collections Experience

- Can work Onsite