Trainer
Skills
About This Role
Overview
- Getting people ready to perform - as a Trainer you will support Operations in developing the knowledge and skills to deliver in their job.
- A varied role to include the preparation and delivery of effective Training whilst also following up and reporting on the learning you have transferred.
- Works with the new hires, existing advisors, to provide training and floor support / coaching to meet the client’s deliverables i.e. quality, customer satisfaction and performance objectives.
- Reviews floor stats and provides suggestions and resolutions for maximizing customer experience and Operations metrics.
- Provides training/ Feedback & Coaching that prepares advisors to meet their Performance metrics i.e. SLA’s which in turn impacts customer retention and growth.
- Taking ownership training / projects assigned, including coordination of supplies, equipment and training materials.
- Reviews and analyzes client’s training materials and recommends necessary changes to provide increased effectiveness.
- Works with client to incorporate the required changes.
- Updating training material as recommended by our clients and including information about new products / processes.
- Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes changes as needed.
- Consistently demonstrates ability to meet and exceed client metrics in their personal performance.
- Participates in calibrations with training, Quality & Operations and maintains the variance below the required level.
- Listens to calls to keeps himself/herself up to date by ensuring that he/she is abreast with process changes /Expectations
- Conducts refresher / up-skill training to maintain training effectiveness on the floor.
- Needs to support Operations with designated tasks unless aligned to training / training related activities
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