Keep Warm Trainer
Classroom Management/Modules/Up-training/Initiatives/Quality
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
- Ensure compliance to client and organizational policies and procedures
- Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
- Deliberate to identify new hires’ needs in training and nesting
- Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
- Deliver the training content/context based on the agenda/curriculum
- Demonstrate effective leadership to individuals including new hires and tenured agents
- Implement and demonstrate efficient training methods
- Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
- Participate in client calls and visits with the supervisor’s guidance
- Collaborate with the quality and operations teams for process improvement
- Conduct team huddles and provide floor and online support on process updates
- Develop and implement an effective system for process updates as and when required by the process/clients
Classroom Management/Modules/Up-training/Initiatives/Quality
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
- Ensure compliance to client and organizational policies and procedures
- Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
- Deliberate to identify new hires’ needs in training and nesting
- Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
- Deliver the training content/context based on the agenda/curriculum
- Demonstrate effective leadership to individuals including new hires and tenured agents
- Implement and demonstrate efficient training methods
- Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
- Participate in client calls and visits with the supervisor’s guidance
- Collaborate with the quality and operations teams for process improvement
- Conduct team huddles and provide floor and online support on process updates
- Develop and implement an effective system for process updates as and when required by the process/clients
- Ability to transfer knowledge, develop and motivate a team
- Understanding of end-to-end processes and appreciation of critical parameters
- Ability to work in a continually challenging environment
- Ability to communicate effectively to a variety of audiences
- Good written and verbal communication skills
- Great customer service skills
- Basic knowledge of MS Office – Excel, PowerPoint, Word
- Well organized; Strong organization and time management skills
- With good leadership background