Roles & Responsibilities:
Planning, design and delivery of Training sessions, including Ad Hoc Training, for both new and existing team members
o Develop effective induction programs to assure new hires embrace client culture and understand required potentially lacking cultural context for markets to be supported
o Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed
o Ensure Training Quality through Service Level and Training evaluations/assessments
o Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices
o Review existing measurement tools, metrics and feedback to gauge the effectiveness of the training
o Conduct ongoing and thorough analysis of organizational, departmental and individual training needs
o Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behavior and alter delivery method if necessary.
Qualifications:
Graduation.
Order Management(Comms).
Shift-US.
1. Ability to understand products and services and deliver training to the Agents
2. Document the training reports / trackers
3. Strong problem solving skills and excellent attention to detail
4. Ability to meet tight deadlines and work to a high standard under pressure
Basic Presentation Skills
o Communication skills
o PC basic knowledge, typing on PC using keyboard shortcuts
o Standard Englishlanguage
o Coping with stressful situations
o Selling skills
o Experience with Telecommunications Microsoft office 2003/2010 (Outlook, Word,
Excel)
o Knowledge of data issues.
2-4 years of overall Experience.