Job Description

Essential Functions and Responsibilities: 1. Point of Contact for End-to-End Training and partners with Operations, QA and WFM on Training Needs 2. Leads and facilitate Training calibration sessions 3. Performs tasks as per client or management directive (adhoc reports and analysis) 4. Ensures all trainers are proficient in their job skills by providing ongoing evaluation and detailing follow-up training, feedback, and coaching. Critical to this responsibility is making sure that trainers are up-to-date on all subject matter information for the specific project they support and are involved in activities that develops relationships with Operations staff and other departments.
5. Manages Program Supplemental Training (Materials preparation/creation, LMS access for agents and leaders, scheduling and logistics, completion tracking and reporting, ROI analytics) 6. Training Needs Analysis – works with Training Leaders, Operations Leaders, and Quality Team in providing training solutions for Program performance issues 7. Manages projects to create effective learning solutions on time and on budget. 8. Provides regular updates to leadership on progress and results achieved. 9.Project manages learning and development initiatives including coordination of logistics, managing materials, and providing a critical eye to ensure content is ready 10. Monitors and evaluates the training effectiveness through feedback and evaluation; following the sessions to continuously improve learning effectiveness. 11. Deliver training sessions/workshops across a wide range of topics, both face to face and remote 12. Conducts coaching sessions and provide development feedback Requirements:

• Minimum of 2 years' experience with Training in a BPO company

• Experienced with end-to-end training (new hire, communication and culture, product, upskilling, nesting) preferred

• Flexible with working on different shifts

• Must have excellent English communication skills

• At least 1-2 years of experience as a Training Lead/Supervisor in the call center industry is preferred.

• Proficiency in communication, planning, leadership, coordinating, and coaching is required.

• Experience being directly involved in curriculum development projects is preferred.