Job Description
The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.
Classroom Management
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness;...