1. Development of Training Evaluation Tools and/or Documents
Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tools, and other resource materials.
Assists the Training Manager in establishing training KPIs.
Monitors and advises on training management systems.
Performs and publishes data and reports related to account performance against set indicators.
2. Staff Performance Monitoring and Development
Initiates performance improvement schemes and enhances the skills of the training team through training, staff monitoring, coaching, and counseling.
Reviews trainers' outputs to ensure data integrity.
Manages staff attendance.
Delegates training tasks.
3. Training Needs Identification
Reviews and provides resolution to challenges encountered during training and nesting.
Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices.
Identifies best practices in developing and educating agents and coordinates with the Training Manager for consistent deployment.
Develops a library for both technical and soft skills training modules and curricula.
Manages appropriate resources to address training needs.
4. Training Logistics
Ensures that training supervisors manage the distribution, use, and tracking of all training materials in the center.
5. Performance Report Generation
Consolidates special skills and training reports and updates the Training Manager.
Reviews post-training evaluations and coordinates with the team to resolve issues reflected in them.
Submits all reports required by the Training Manager and Operations Manager in a timely manner.
6. Planning and Scheduling
Develops a calendar detailing the type of training offered and delivered.
Maintains a learning-conducive environment.
Plans training activities through the utilization of a training calendar.
Coordinates with other departments or business owners regarding trainings to be conducted and their matrices.
Qualifications
Qualifications
College Graduate of any course.
At least 2 to 4 years of management and training experience.
Other Skills and Experience
Able to use company resources and technology in a cost-effective manner.
Excellent in Microsoft Office.
Able to collaborate with people to address issues.