Trainer

The Trainer is responsible for delivering classroom and up-training programs, coaching agents on communication and call-handling skills, and supporting performance improvement across client programs. The role involves facilitating engaging training sessions, providing timely feedback, monitoring trainee progress, maintaining training materials and reports, and collaborating with Operations and clients to ensure agents are fully prepared to meet program KPIs.

• Deliver and facilitate adult classroom training in support of client programs to ensure superior
workforce preparation; specifically with front line representative level employees.
• Coach trainees and tenured agents on call handling and communication skills
• Facilitating new hire and up-training classes for all accounts
• Attending client calls and calibration sessions
• Consistently identify agents areas for improvement in PST, ABay, Operations
• Providing initiatives to improve agent performance on program KPI's
• Providing subject matter expertise for FST and eventually in PST
• Update FST Training Materials
• Provide regular and timely feedback to the agents
• Providing accurate and timely reports for training classes, trackers and scorecards
• And other tasks assigned by the supervisor/manager

• Bachelor's Degree (any field)
• At least 6mos - 1yr Experienced Employees specializing in Training & Development or equivalent;
experience in conducting Foundation Skills, Language or Voice and Accent Training is desired
• Advanced knowledge in MS Office (2003) especially MS Excel and MS PowerPoint
• Proficient in using multimedia equipment like projector, speakers and printer.
• Knowledge in using Wavepad for editing/snipping calls for training purposes
• Proven presentation skills
• Advanced PowerPoint presentation skills
• Must have excellent written and spoken communication skills when it comes to the English
language
• Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables
a trainer has to complete. This will also be based on the amount of time a trainer has spent in
classroom training and coaching sessions (SBS or Remote).
• Ability to exhibit professionalism / credibility in his/her facilitation skills
• Demonstrated ability to work with and lead a team
• Demonstrated ability to communicate effectively and professionally with internal and external
associates
• Ability to work a flexible schedule (graveyard/shifting schedule)