Responsible for conducting product, upskills and language training to new hires and evaluating their performance based on 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 a 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.
Create and/or revise or enhance training modules specific to the account.
Create and facilitate training programs that enhance agents' skills and knowledge about the project.
Send daily/weekly/monthly reports in regards to train...