Clark | Trainer - Digital App Store Account
Majorel
- Angeles City, Pampanga
- Permanent
- Full-time
- Delivers new Hire and Continuing Education Training to all agents assigned to program
- Facilitates training utilizing a variety of delivery methods, including Instructor-led training, On-Line Facilitation and CBT – co-facilitation.
- Attends all appropriate training meetings including internal/external account
- Maintains awareness of training delivery calendar
- Provides program specific training to support staff as needed.
- Maintains and verifies that review exercises are relevant; measures retention of new and tenured agents
- With the assistance of the Training Manager, creates assessments and procedures to measure success of conducted training
- Administers and Analyzes Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)
- Maintains a professionally structured class environment according to established policies and procedures
- Consults with internal customers and develops custom courses to meet specific business needs
- Successfully Completes all required training including program specific, organizational and trainer development content
- Ensures that all issues and requests for service are processed correctly and in a timely manner
- Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures
- Refers issues accurately when issues are outside of support boundaries or when resolution cannot be confirmed
- Demonstrates a strong customer service orientation and takes task ownership
- Able to answer incoming phone calls (and/or incoming e-mail) on the client’s customer support line, providing a high degree of professional assistance
- Able to demonstrate calibration of interaction type
- Conduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessary.
- Monitor student progress throughout duration of training, providing coaching and developmental feedback.
- Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.
- Participate in training design sessions with course development team.
- Participate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classes.
- Work closely with Instructional Designer or Training Manager to develop classroom delivery strategies including multi-media preparation.
- Establish relationship with design team to learn design methodology and become familiar with learner and facilitator guide standards.
- Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques.
- Develop classroom agendas, timelines and content flow as necessary to deliver effective training to students.
- Complete daily tracking, including end of day course evaluations and trainee assessments.
- Research product information for each account assigned by attending team meetings and periodic calibration sessions, side by side observations and call monitoring for training department purposes.
- Provide support for technical, sales and systems training as required.
- Summarize course evaluations for management review.
- Ability to travel and schedule flexibility
- Maintain updated course materials and course masters.
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
- Excellent written and oral communication skills
- Ability to gather and analyze data and make recommendations to manage growth and change
- Experience in staff scheduling and management
- Excellent knowledge of Microsoft Word, Access, Excel, e-mail system
- Qualitative and quantitative analytical skills
- Ability to maintain professionalism at all times, make decisions and work without supervision
- Ability to successfully gather and analyze information to effectively diagnose the customer’s problem
- Ability to develop effective solutions to difficult problems or situations.
- Makes timely, practical, and cost-effective decisions, and facilitates others in doing so
- Effectively selects the best option from a limited number of possible actions or standard options
- Structures basic information accurately and draws informed conclusions
- Is confident about his/her ability to contribute effectively
- Takes responsibility for his/her actions, and willing accepts constructive criticism
- Strong mentoring skills, presentation and team building skills
- English Proficiency & Comprehension (spoken and written)
- Bi-lingual skills as required
- Excellent communication skills: verbal, written, listening
- Ability to gauge user ability and modify delivery skills accordingly
- Pass course assessment/test within the client account training tool prior to delivery of the training to New Hire agents
- Two or more years’ experience as a contact (call) center trainer
- University degree or equivalent work experience
- Successfully completed form Train-The-Trainer Program or Certification, desired
- Relevant experience with specific client program or client’s industry, preferred
- Must meet any and all client specific minimum statement of work requirements.